We are looking for an experienced Customer Support Executive to join our team, working on-site from our Sydney office. In this role you will be a key member of our Customer Support function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Support, Communication and CRM to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 4 to 7 years of relevant experience and strong, practical knowledge of Customer Support, Communication and CRM. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Ridge Energy is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Customer Support Executive at Ridge Energy, you will play a central role within our Customer Support function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Contribute to process and tooling improvements that make support faster and better.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Track account health and identify opportunities for expansion and advocacy.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Represent the team and the company professionally in internal and external interactions.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Proactively flag dependencies and coordinate with other teams to keep work moving smoothly.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Contribute to a culture of accountability, learning from mistakes and celebrating shared wins.
- Uphold the company's values, policies, security requirements and standards of professional conduct in all activities.
- Identify opportunities for improvement and bring forward practical ideas to make our products, processes and ways of working better.
- Build strong, trust-based relationships with internal and external stakeholders.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- Contribute actively to a positive, inclusive, supportive and collaborative team culture.
- Support and step in for teammates when needed to help the team meet its shared goals.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
What we're looking for
4-7 years of professional experience in a Customer Support Executive or similar roleStrong working knowledge of Customer Support, Communication and CRM
Bachelor's degree in Business Administration
Excellent communication, problem-solving and teamwork skills
Benefits
At Ridge Energy, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- A flat, low-ego environment where good ideas can come from anyone and are acted upon.
- Allowances and reimbursements for work-related expenses, handled quickly and without unnecessary bureaucracy.
- Employee stock options (ESOPs), giving you a genuine stake in the company's growth and long-term success.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- Personal accident and term life insurance providing financial protection and peace of mind for you and your loved ones.
- A home-office set-up allowance plus the laptop, equipment and tools you need to work comfortably and productively.
- Transparent, structured pay bands and clear criteria for progression, so you always know how to grow your earnings.
- Commuter, transport and travel support to make getting to and from work easier and more affordable.
- A competitive salary that is reviewed regularly and benchmarked against the market to keep your pay fair and current.
- superannuation contributions above the statutory minimum, helping you build long-term financial security for the future.
- Protected time for learning, regular internal knowledge-sharing sessions and access to leading online learning platforms.
- A results-focused environment that values outcomes and impact over hours logged at a desk.
- Regular recognition and appreciation for great work, both publicly and privately.
- Generous, fully paid parental leave for all new parents, supporting you through one of life's biggest moments.
- Transparent communication, regular all-hands updates and direct, approachable access to leadership.
- Regular team lunches, celebrations, offsites and social events that make work more fun, human and connected.
- Access to telemedicine and online doctor consultations so you can get care quickly, wherever you are.
- a generous annual leave allowance well above the statutory minimum, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- Wellness initiatives throughout the year, from health talks and screenings to fitness challenges and mindfulness sessions.
- Hybrid and remote-friendly working options, with the trust and autonomy to manage your own time and output.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
Education
Bachelor's degree in Business Administration