Customer Support Specialist - Digital Experience

Want to challenge yourself at a purpose-led scale up AND make a difference in the world? Come join the revolootion!

We make eco-friendly products and donate 50% of our profits to provide clean water and help build toilets for the billions of people who lack proper access. So far, we’ve contributed over $18 million AUD (roughly $12.5 million USD) to fund sanitation projects around the globe. Basically, we’re really good at doing good. 

With hubs in Australia, the Philippines, China, the US, UK and Europe, our amazing team of 200+ work to make the biggest possible impact for people and the planet. Over the next couple of years, we’re hoping to increase our annual donation tenfold to get us closer to our dream of everyone in the world having access to clean water and sanitation services.

This isn’t your typical frontline support role. Sitting at the intersection of technology, automation, and customer experience, you will be the engine room for digital CX innovation. You’ll support our DX lead in designing and optimizing digital journeys that make life easier for both our customers and our agents.

As we scale, we need a specialist who doesn't just operate within a tech stack but thinks strategically about how to configure and optimize it. You’ll be a builder and a connector, using your curiosity to spot friction and your technical skills to automate it away

• Innovating with AI: Evaluated and implemented new AI tooling to drive high-impact, efficient work across our customer journeys.
• Optimizing the Stack: Deep-dived into Zendesk or Zapier configurations to systematically re-engineer a process that was causing a bottleneck.
• Mapping Journeys: Collaborated cross-functionally to map an end-to-end digital journey, ensuring the experience was seamless for the customer and efficient for the team.
• Data-Led Experimentation: Built a data-backed case for a new automation, executed the implementation, and measured its success against our core CX priorities.
• Strategic Planning: Contributed to the team roadmap by identifying emerging CX trends and challenging the status quo of our current digital infrastructure.

You have hands-on experience managing automation and AI in a CX context. You don’t just follow trends; you evaluate them critically and experiment thoughtfully. You have a working knowledge of platforms like Zendesk or Shopify and can think strategically about how these tools integrate to create a world-class experience.

You possess a "think big" mentality and look beyond immediate fixes toward long-term, scalable solutions. You thrive on building strong internal relationships, using storytelling and data to influence stakeholders and align teams toward a unified vision of excellence.

Do you want your work to make the world a better place? Do you want to work with other people who feel the same way? What a coincidence — us too!

First off, as a certified B Corp™, we work to make a difference every day while maintaining the highest standards of social and environmental impact. With our most recent score of 125.5 we’re in very good company with other exceptional B Corps around the world.

We also believe that helping to make the world a better place should be rewarded accordingly – that’s why we offer competitive, market informed salaries, meaningful support towards healthcare for our team around the world, generous paid leave, tailored learning and development opportunities, and free toilet paper (yes, you read that right).

Our engagement surveys (thanks Culture Amp!) tell us that our team is really proud (95%) to work for Who Gives A Crap and, well, we couldn’t be more proud of that.

If you’re still reading, we think there’s a strong chance you might be our kind of person. Here’s the thing, though — research suggests that 60% of women and underrepresented folks might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the closer we are to delivering toilets and clean water for all.