Customer Experience Support 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 Support Agent at Assembly Four, you are the first point of contact for every user of our platform. You respond quickly and thoughtfully to their questions and requests, solving straightforward issues yourself and connecting them with the right expertise when needed.

In this role, you advance Hive’s mission by serving users with empathy, insight, and excellence, acting as the first line of contact for customer inquiries. Your timely resolution and escalation of issues ensures our customers feel supported and confident using the platform.

Your role is key to helping providers showcase their services safely and to feel supported throughout their journey. By delivering timely, empathetic, and effective support, you build trust and create a safe and inclusive space where our communities feel seen, heard, and empowered.

Deliver high-quality customer support

You own and resolve customer queries efficiently using your thorough product and process knowledge.
You serve as a first point of contact for general customer inquiries including but not limited to billing, refund and payment issues.
You provide empathetic, clear, and effective communication that builds user trust.
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 issues that fall within your scope and escalate complex matters 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 support, account access, or help desk role, ideally within a fast-paced digital or technology driven environment.
Proficiency in troubleshooting payment issues and issues with product functionality, navigating support tools or CRM systems to manage and resolve cases efficiently.
Experience with handling customer enquiries related to working within structured workflows and escalation processes.
Strong communication, de-escalation skills and presentation skills, with the ability to effectively articulate 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.