Customer Support Associate (Carlton)

Umps is an Australian technology company that helps older adults stay independent and secure at home. We design and build personal alarms and smart home products that give families peace of mind and support people to live well for longer. Our team is friendly and supportive, and we’re proud to be making a real difference in people’s lives every day. This role We’re looking for a Customer Support Associate to be the first point of contact for our customers and their families. You’ll deliver excellent customer service by answering enquiries, resolving issues, and making sure people feel supported when using Umps products. This is a hands-on role, ideal for someone early in their career who enjoys helping people, problem-solving, and working in a supportive team that’s making a real difference in older adults’ lives. Key Responsibilities
- Respond to customer enquiries across phone, email, and chat, providing timely, empathetic support and resolve issues effectively.
- Troubleshoot and escalate technical or complex issues to the Customer Support Lead.
- Follow processes to ensure consistency and quality in customer interactions.
- Undertake proactive, outbound check-ins for our clients and referral partners.
- Maintain accurate records in our support systems (tickets, call notes, CRM).
- Contribute feedback and insights to help improve the customer experience. About you
- 1–2 years’ experience in a customer-facing role (support, retail, call centre, or similar).
- Strong communication skills and a friendly, empathetic manner.
- Highly organised, reliable, and detail-oriented.
- Comfortable using technology (email, ticketing systems, spreadsheets).
- Problem-solver with the ability to stay calm under pressure. What we offer
- A chance to be part of a mission-driven business supporting older adults’ independence and wellbeing.
- $55K–$65K base + super, depending on experience.
- Supportive team culture with opportunities to grow as the business scales. How to apply Apply through LinkedIn, or send your application to car••••@umps.com. Applications with a cover letter or a short video/voice recording will be prioritised. Apply on Kit Job: kitjobau.com/job/3rhzc3