US - Customer Support Specialist (voice + email) (006-1392)

We are an Australian company specialising in the design and supply of rainwater, gutter protection and plumbing products. We support customers across a range of residential and trade-related needs, with a strong focus on responsive service, reliable products and efficient order fulfilment. Our team is growing, and we’re looking for someone who can help keep customer requests and operational follow-ups moving smoothly. 

Be the voice of a growing Australian brand for its US customers, and work with AI every day.

We’re looking for a US Customer Support Specialist to become the dedicated point of contact for our growing US customer base.

Our client is an Australian company that designs and supplies rainwater harvesting, gutter guard and plumbing products to customers and trade businesses internationally. In this role, you’ll support US distributors, tank manufacturers and trade customers throughout their working day, making sure questions are answered, orders stay on track, and customers receive updates before they need to follow up.

This is a hands-on customer support role combining voice, email, order coordination and logistics follow-through. You’ll also work closely with a US-based warehouse partner and use AI tools every day to help you work efficiently and accurately.

• →Answer US customer emails and tickets in US hours: order status, tracking, PO acknowledgements, documents, account questions
• →Work live with our US 3PL in Houston: stock holds, paperwork, resupply, carrier issues, parcel invoice queries
• →Watch every US order in transit and update customers before they chase
• →Make outbound calls in a set daily block: callbacks, order queries, delivery updates, quote follow-ups; over time, regular calls to US trade and distributor accounts
• →Take US inbound calls once trained (currently low volume)
• →Handle South Africa and UK afternoon tickets
• →Triage overnight Australian tickets and write a ranked handover note for our 7am start
• →Use AI and our systems to draft replies and find answers, and flag where the AI gets it wrong

• Previous US customer support experience, including voice support — chat-only experience will not be sufficient
• Excellent written and spoken English
• Strong phone communication and confidence speaking with customers
• Highly organised and self-directed, particularly when working independently
• Comfortable working US hours and managing priorities with minimal supervision
• Experience using ticketing systems, business systems and/or AI tools
• Strong attention to detail and the ability to produce clear, structured handover notes
• A proactive approach to customer service — you don’t just respond to problems; you follow things through

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)

• Experience in logistics, freight, warehousing or order fulfilment
• Experience with building, plumbing, rainwater or related trade products
• Experience with Zendesk, Aircall or Microsoft Dynamics 365 Business Central
• Experience supporting distributor, wholesale or trade customers