Customer Experience Onboarding Agent

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 a Customer Experience Onboarding Agent at Assembly Four, you are the first point of contact for every user of our platform. Your role is key to helping providers showcase their services safely, and feel supported throughout their journey. By delivering timely, empathetic, and effective support, you build trust and create a safe, inclusive space where our communities feel seen, heard and empowered.

As an Onboarding Agent, you are responsible for verifying new users and reviewing initial profile submissions to ensure accuracy, safety and compliance with platform policy. You handle associated tickets, resolve straightforward onboarding issues, and escalate where necessary to maintain a smooth and trustworthy entry to the platform.

Deliver high-quality onboarding support

You carry out verification of new users and profile submissions.
You own and resolve customer onboarding queries efficiently using your thorough product and process knowledge.
You review user-submitted content and verification materials in line with platform policies and take appropriate actions.

Triage and escalate effectively

You assess incoming cases quickly, directly resolve straightforward onboarding issues that fall within your scope and escalate when required.
You use clear internal notes and communication to ensure smooth handover when escalating issues.
You avoid unnecessary escalations by applying known solutions and referencing documented procedures wherever possible.

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 accurately apply platform rules consistently to maintain a safe, trustworthy environment for users.
You proactively surface edge cases or policy questions to appropriate senior team members for clarification when standards are unclear.

Desired Skills and Experience

Experience in a customer experience, onboarding, or content moderation role within a fast paced, digital platform environment.
Proficiency in reviewing and interpreting user submitted information, applying policies, and using internal tools or CRM systems to manage cases efficiently.
Experience with handling customer support tickets, identity or document verification processes, and working within structured workflows or escalation frameworks.
Strong communication and presentation skills, with the ability to effectively articulate policies, decisions, and resolutions to both customers and internal stakeholders in a clear 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.