Customer Support Specialist / Weekend Experience Team

This is a role for the person who loves the moment a stressful call turns into 'oh my god, thank you, you've made that so easy.'

AmazingCo creates and delivers real-world experiences across Australia and around the world: Mystery Picnics, bar hops, kids' birthday parties, wine tours, corporate team days, date nights and more. Our mission is to help people live more fulfilling lives, and every booking we support is someone planning a moment that matters to them.

We're looking for a casual Customer Support Specialist to look after those customers, especially on weekends, when the experiences are happening and the phone is where the action is.

Our customers aren't calling a call centre about a parcel. They're mid-adventure.

It's Saturday morning and someone is standing on a Melbourne street with a clue that's led them somewhere unexpected. Someone else is choosing between picnic routes for their mum's birthday and wants to get it exactly right. Then there's the customer whose day didn't go to plan, who left us honest feedback and isn't expecting anyone to actually call them back. You will.

A key part of this role begins after the experience has taken place. You'll speak with customers who shared feedback or felt their day didn't live up to what they expected. Your job is to work out what actually happened, take ownership, and find the resolution that genuinely fixes it for that customer. Not a standard apology. Not reflex compensation. A proper think about what would make it right, and the follow-through to deliver it.

Day to day, you'll:

• Support customers across phone, email and chat, before, during and after their experiences
• Answer questions and help customers pick the right experience for their group
• Rescue days in real time when something unexpected happens mid-experience
• Turn post-experience feedback into customers won back, with solutions that occasionally surprise people
• Manage multiple open enquiries and follow every one through to done
• Spot recurring issues and flag them so the same problem never trips two weekends in a row
• Work closely with a small, warm weekend team where your judgement matters

We care less about where your problem-solving skills came from and more about whether they're there.

The instinct might look like:

• A background in hospitality, retail or travel where you were the one customers found when something needed sorting
• Experience in events, weddings or group bookings where plans changed and you kept the day moving
• A role where people brought you the difficult situations, because you'd think it through instead of reading from the script
• Any environment where things went wrong at short notice and you were the one who quietly enjoyed putting them right

If turning around a bad day sounds like a chore, this isn't your role.

• A natural communicator who builds trust quickly, on the phone and in writing
• A first-principles problem solver: you work out what the real problem is before you reach for a policy
• Calm and practical when customers are disappointed, stressed or frustrated
• Organised enough to keep multiple enquiries moving without letting anything drop
• Comfortable making decisions on your feet, and clear on when to check first
• Genuine enthusiasm for experiences and for making someone's day better than they expected

A set five-day roster you can plan around, with additional hours likely as we head into the summer peak. There may be some flexibility, feel free to ask when you apply:

• Tuesday, 2pm to 4pm
• Wednesday, 9am to 12pm
• Thursday, 9am to 12pm
• Saturday, 8am to 4pm
• Sunday, 12pm to 4pm

Weekend availability is essential. It's when our experiences happen and when customers most need someone good.

The weekend is where the rates get interesting. The full breakdown:

• Weekdays: $38.89/hr
• Saturday until 12:30pm: $46.67/hr
• Saturday 12:30pm to 2:30pm: $54.44/hr
• Saturday after 2:30pm: $70/hr
• Sunday: $70/hr

• A genuinely warm and high-performing team: Melbourne HQ plus a connected global team
• Dog-friendly Abbotsford office, free street parking, easy public transport access
• Staff discounts across our experience range
• A values-driven team that takes culture seriously
• Real progression if you want it. We hire and promote on potential
• Monthly team building activities and epic End of Year parties

Send your resume and a cover letter telling us about a time you handled an unexpected customer situation, solved a difficult problem or helped turn a frustrating experience around.

Tell us what happened, how you approached the conversation and how you decided what to do next. We want to understand how you think, communicate and take ownership, not just what's on your CV.

Applicants must have full working rights in Australia.