Account Activation and Retention Specialist

Help Tradies Succeed on Our Platform 🚀

We’re on a mission to be the easiest way to hire a tradie — and we know our customers stick around when they’re confident, supported, and see real results. That’s where you come in.

We’re looking for a Account Activation and Retention Specialist who loves helping people, building long-term relationships, and making sure our trade partners know exactly how to get the most out of Service.com.au.

🔧 What You’ll Do

• Answer inbound customer and consumer calls: Be the friendly, competent first point of contact for homeowners and tradies using the platform.
• Follow the daily playbook: Morning system sweep, core-hours live ops, afternoon follow-ups, and end-of-day handover notes.
• Onboard & train: Walk new and renewing customers through the platform, showing them how to set up profiles, respond to jobs, and use features that drive results.
• Stay connected: Keep in regular touch with your portfolio of customers, celebrating wins and stepping in early if usage drops off.
• Coach for success: Share best practices and practical tips tailored to each tradie’s business so they feel confident using the platform.
• Problem-solve with empathy: Handle frustrations calmly, turning tricky situations into positive experiences.
• Spot risks early: Use data and engagement trends to see which accounts might need extra care before they become a churn risk.
• Keep records clean: Log every interaction in HubSpot with clear, factual notes so the team can act on accurate information.
• Be the customer’s voice: Bring feedback and insights from your interactions back into the business to improve our product and processes.
• Manage reviews and feedback: Respond to Trustpilot and ProductReview feedback during quieter periods.

🤖 Work Smarter with AI

• Use AI tools to draft responses, summarise call notes, and assist with triage - we invest in tools that make your job easier, not harder.

💡 Who You Are

• Confident on the phone - you speak clearly, listen well, and can de-escalate a frustrated caller without breaking a sweat.
• Relationship-focused: You enjoy building rapport and trust, not just ticking boxes.
• Teacher at heart: Patient, clear, and enthusiastic about showing people how things work.
• Empathetic & calm: You can handle frustration without taking it personally, and guide people toward solutions.
• Proactive: You don’t wait for customers to call — you check in, follow up, and keep things moving.
• Organised & thorough: You document everything, juggle multiple accounts, and never let follow-ups slip.
• Curious & data-aware: You notice patterns in usage and act on them to help customers succeed.

🔍 What We're Looking For

• 1–3+ years in customer support, retention or account management phone-based roles.
• Experience using CRMs (HubSpot preferred), ticketing systems, and call software (Aircall a plus).
• An interest in sales and negotiation — inside sales only, working warm existing accounts.
• Strong written and verbal English - your notes are as good as your phone manner.
• Familiarity with AI tools (ChatGPT, Claude, Copilot, or built-in CRM AI features) - or a clear willingness to learn.
• Comfortable conducting structured calls that blend support with consultative coaching and account optimisation.
• Bonus: background in trades, home services, property, or marketplace environments.

📈 What’s In It for You

• Competitive salary
• Clear growth path into Account Management (Sales), Training, or Retention leadership..
• Gold Coast location with flexibility and supportive team culture.
• Hands-on training, great tools, and the autonomy to truly own your accounts.
• A chance to make a real difference to thousands of Aussie tradies building their businesses.

🌟 Our Culture (Good Energy • Hard Work • Smile)

We show up with positivity, take pride in the grind, and don’t take ourselves too seriously. Expect office banter, team events (marathons, golf days) and a crew that says hello every morning. If you’re proactive, resilient and love helping people succeed – you’ll fit right in.

Check us out over on instagram: https://www.instagram.com/servicecomau\_team?igsh=dGh5cHpuYzZkMDJr