Reports to: Head of Technology & Systems

Location: Sydney, Australia, or Philippines

Employment Type: Full-Time

About the Role

This role supports our clients and internal teams by managing tech support tickets and coordinating systems-related deliverables. Most of the work is tied to clients using inventory systems such as Cin7 Omni and Cin7 Core, and includes coordinating tasks between clients, our internal tech team, and software providers.

This is not a technical development role – you won’t be building reports or coding – but you’ll play a key role in making sure tasks are completed on time, updates are clear, and clients feel supported.

Key Responsibilities

Client Support & Communication

• Act as the first point of contact for tech support issues raised by clients using Cin7.
• Triage support tickets and assign internally or raise cases with Cin7 where needed.
• Communicate ticket progress and resolutions clearly to clients.
• Set up and maintain client portals and access rights across platforms (Cin7, QuickBooks, Etani, etc.).
• Manage client onboarding for tech-related services.

Systems Coordination

• Liaise with suppliers for integration troubleshooting and software queries.
• Work closely with our Power BI developer to scope out reporting needs based on client feedback.
• Present reports to clients and capture their feedback for further improvements.
• Coordinate access and updates across our ecosystem of connected apps (Shopify, Xero, Klaviyo, etc.).

Internal Delivery & Oversight

• Maintain accurate records of support time and hours used per client.
• Monitor monthly support retainer usage and update internal tracking tools (e.g. XPM, Trello).
• Track and report on open tickets, completed work, and usage data across clients.
• Support internal team by reviewing software updates and flagging relevant changes.

Admin & Reporting

• Ensure weekly and monthly billing is processed correctly via H1 (our bespoke internal system used for tracking time, invoicing, and engagement data).
• Prepare internal reports that compare finance data with internal support usage.
• Update internal dashboards (e.g. tech report completion rates, XPM job rollovers).

Research & Development

• Maintain an active R&D mindset to explore new software, tools, or automations that can benefit both our clients and internal processes.

Skills & Experience

• Experience in client support, systems admin, or operational coordination roles
• Familiarity with inventory systems like Cin7 Omni/Core, Xero, and Shopify
• Knowledge of or familiarity with Power BI is desirable
• Exposure to AI tools and automations is a strong plus
• Clear and confident communicator – both written and verbal
• Highly organised and able to manage multiple client tickets at once
• Comfortable using task boards (Trello) and managing internal tools like XPM

Please refer to job description.