Customer Support Specialist

• Help young Australians to improve their long-term educational outcomes
• Permanent full-time position
• Based in Sydney National Office, NSW

The Smith Family is a national children’s education charity that works with children and young people to overcome educational inequality caused by poverty – so they can thrive now and into their futures. 

About the role

We are seeking a Customer Support Specialist to ensure customer satisfaction by addressing customer inquiries, concerns, and issues promptly and effectively. Reporting to the Team Leader, Customer Engagement & Support, you will:

• Initiate outbound calls for fundraising campaigns to engage supporters.
• Respond promptly and courteously to inbound inquiries received via phone, email, live chat, and social media channels.
• Document all interactions and inquiries in the customer relationship management (CRM) 
• Handle complaints and escalations with professionalism, empathy, and a commitment to finding satisfactory resolutions for all parties involved.

About you

As well as passion for community, you will bring the following: 

• Customer service and sales experience
• Telephony/call centre experience
• Accountability for work outcomes
• Excellent typing skills
• Demonstrated commitment to learning, developing skills and sharing knowledge and information
• Respect for individual differences and dignity

Our benefits

Employees are at the centre of The Smith Family’s values and operations. By joining our team, you can expect to:

• Find balance; with flexible work options and opportunities to purchase additional annual leave
• Maximise your take home pay; with salary packaging, as well as opportunities to save with discounts at retailers across the country
• Fulfill your potential, with excellent career opportunities, a suite of development programs and a dedicated learning and development platform
• Feel you belong; with inclusive leave options, including paid parental, cultural and gender affirmation leave
• Thrive; with support for you and your family’s mental and physical health including a complete care and safety platform, unlimited Employee Assistance and access to a huge range of fitness facilities with Fitness Passport

About us

The Smith Family is a national children’s education charity with a vision of a world where every child has the opportunity to change their future, no matter their circumstances. We believe that education is one of the most powerful change agents, and we work with young Australians to overcome educational inequality caused by poverty – so they can thrive now and into their futures.

If you are passionate about what you do, committed to make a difference and this sounds like your next role, please click apply, we’d love to hear from you. You may view the position description here.

Closing date: 3 February 2026

Due to the nature of this role, the successful candidate must be prepared to undertake a National Police Check and a Working with Children’s Check. We are an equal opportunity employer and are committed to principles of cultural diversity. Applications from people of Aboriginal and Torres Strait Islander descent are encouraged.