Instant is building the world’s first AI-powered marketing manager, allowing ecommerce brands to run their marketing on autopilot. We generate over 30% of a brands annualised revenue, and have quickly become a very critical piece in their growth stack. After raising $30M+ to date from Blackbird, Hummingbird, Hubspot, etc we are in an exciting hyper-growth phase, expanding the business by over $1M in new revenue every month. We have 4 products in market, entering and hiring in new global regions, raised $30M+ by top VC’s, and we want you to be a critical part of scaling this velocity even further!

We’re scaling fast and looking for a Customer Support Specialist who’s hungry to learn, tech-curious, and excited to make a big impact in a startup environment.

What you’ll do

• Be the first line of support for our customers across live chat and email, solving issues quickly and empathetically.
• Guide new customers through onboarding, answering technical and product-related questions.
• Partner with our Customer Success Managers to troubleshoot issues and support account growth.
• Document FAQs, workflows, and repeat questions to help scale our support smarter.
• Spot opportunities to optimise and automate support processes alongside our Head of Customer Success.

Why this role matters

• Our product is evolving constantly, and our customers rely on us to keep pace. You’ll play a crucial role in their success, while helping shape how we scale support across thousands of eCommerce brands.

About you

• A recent graduate or early-career professional with a background or strong interest in Computer Science, AI, or related technical fields.
• Excellent written and verbal communication skills. You’ll be the voice of Instant.
• Curious, adaptable, and quick to learn new tools, with a knack for troubleshooting technical issues.
• Empathetic, resourceful, and proactive, you care deeply about delivering great customer experiences.
• Excited to grow into bigger responsibilities in automation, customer success operations, or technical enablement.
• Prior customer support or SaaS/eCommerce experience is a plus, but not required.

Instant, more than just a job:

• Competitive Salary - We commit to paying globally competitive salaries to our incredible team
• Equity in the company - Nobody is a renter. Everyone is an owner, having equity in the company so we can all benefit from our hard work and future success
• A-Player Team - A-players want to work with A-players, and hence we take our team and talent very seriously. We work hard, stay focused on the things that matter, and celebrate the wins
• Company Off-sites - We always aim to go away at points across the year as a company to celebrate achievements, as well as dig deep together on company strategy, opportunities and the exciting future ahead
• Flexible Home vs Office - Instant prioritises the value, creativity and energy of being together in person, based in our newly opened offices in Sydney or New York. We have a flexible balance, and work from home 2 days per week
• Additional Leave per year - In addition to the standard 4 weeks of leave per year, Instant also ensures the end of year shutdown (across Christmas and New Year) is a fully paid break
• Company Socials - We allocate an annual social budget towards regularly having fun, taking a break and getting to know each other a little more as a team! Previously we have done Axe Throwing, Bowling and even Surfing together… just to name a few!
• Tools - You’ll receive all new equipment including a MacBook Pro, monitor, and accessories