Customer Experience Account Access Agent (6 Month Contract)

Location

Australia & New Zealand

(Remote/Hybrid)

Applications close

1st May 2026

We are Assembly Four, a fast growing, purpose-driven technology company dedicated to fostering positive change within the sex work, human rights, LGBTQIA+, and intersecting communities.

We operate on the belief that impact is as important as profit, and work in collaboration with sex workers from around the globe to develop products and services that empower them to thrive, not just survive.

Everyone should have the autonomy to make decisions about their bodies and sexual lives without fear of violence or discrimination. This is a fundamental human right, and one that sex workers are still fighting for.

If you’re eager to join a remote-first team with diverse representation from sex worker, neurodivergent, disabled, and LGBTQIA+ communities, committed to advancing sex worker autonomy and liberation through advocacy and innovative products, read on.

Job Description

As an Account Access Agent at Assembly Four, you are responsible for resolving user access issues with precision, care, and sound judgment.

You support users through sensitive moments, including account access issues, verification, and potential security concerns. You apply established workflows while exercising strong judgment within clear guardrails to ensure accurate, safe, and timely resolutions.

In this role, you help protect the platform’s integrity while restoring user access with empathy and clarity. Your decisions directly impact user trust, platform safety, and operational efficiency. This is a 6 month term temporary contract with potential for ongoing work.

Deliver accurate and secure account access support

You serve as a first point of contact for all account access-related enquiries.
You provide empathetic, clear, and effective communication that builds user trust.
You provide support and guidance to help providers resolve issues.
You maintain high output while consistently meeting quality expectations across different case types.
You balance user experience with platform protection, understanding the trade-offs involved.

Triage and escalate effectively

You assess incoming cases quickly, directly resolve straightforward issues that fall within your scope and escalate when required.
You ensure that complex or high-risk cases are surfaced quickly and clearly.

Maintain accurate and timely case documentation

You assist in the documentation of customer issues and resolutions to support future reference, knowledge building, and continuous improvement.
You keep documentation concise but thorough, helping your teammates understand what’s been actioned without needing to re-review the case.

Support platform and policy adherence

You consistently stay informed and embrace updates to platform features, processes, or policies and adapt your support approach accordingly.
You identify and flag emerging trends in account access issues or risk patterns.
You accurately apply platform rules consistently to maintain a safe, trustworthy environment for users.

Desired Skills and Experience

Experience in a customer support, account access, or help desk role, ideally within a fast-paced digital or technology driven environment.
You are proficient in troubleshooting account access issues, interpreting verification requirements, and navigating support tools or CRM systems to manage and resolve cases efficiently.
Experience with handling customer enquiries related to login issues, account recovery, identity verification, and working within structured workflows and escalation processes.
Strong communication and presentation skills, with the ability to effectively articulate account access solutions, verification requirements, and policy based decisions to customers in a clear, empathetic, and professional manner.
Proven experience collaborating within cross-functional teams in an agile environment.

In an ideal world, you would also have:

Previous experience engaging with and a willingness to learn about marginalised communities, particularly sex workers, neurodivergent individuals, and people with disability.
Experience in or a strong understanding of sex work.
Experience working in both startup environments and fully remote work settings.

Why join us at Assembly Four?

At Assembly Four, you’ll be part of a team dedicated to driving meaningful change for some of the world’s most marginalised communities. You’ll be supported to do your best work in an environment that values social impact, collaboration, and personal well-being.

Here’s what’s on offer

Flexible work: Enjoy a 4-day (32-hour) work week at 100% pay
Competitive compensation: A salary of $81,000 + super, based on your skills and experience.
Fully remote: Work from anywhere with a remote work stipend to help set up your ideal workspace.
Wellness benefits: Access an annual well-being stipend and mental health support.
Generous leave: In addition to our 4 day work week we offer 4 weeks of annual leave and 4 weeks of personal/carer’s leave per annum, flexible public holidays, and the option to take unpaid leave when you need it.
Profit share: We share our success with our team—each year, if Assembly Four is profitable, we distribute a portion of that profit to our people.

A note on diversity

We believe diverse perspectives and lived experiences are key to delivering a positive impact for the communities we serve. Research shows that candidates from underrepresented backgrounds may hesitate to apply if they don’t meet every listed requirement, unlike other candidates.

We’re committed to changing that.

If you’re interested in Assembly Four, we encourage you to apply and look forward to discovering how your unique perspective can help us edge closer to delivering on our mission.

How to apply

If you are interested in this position please submit your resume and a short cover letter introducing yourself at the link below.