Customer Service Representative

About Hero

Hero is a travel technology company connecting travel agents with a digital marketplace of tours, attractions, transport and accommodation products through a single platform.

We help simplify bookings, reduce administration and create better experiences for travel businesses and their customers.

Your Role

We're looking for a friendly, organised Customer Support Representative who enjoys helping people solve problems.

You'll be the first point of contact for Hero agents and suppliers, providing support via LiveChat and phone. You'll also assist with supplier onboarding, product setup and keeping information across the platform accurate and up to date.

This is a varied role that combines customer support with product operations, giving you the opportunity to work closely with both customers and our internal team.

Your responsibilities will include

• Provide timely and professional support via LiveChat and phone.
• Identify, prioritise and escalate customer issues and enquiries to the appropriate internal team or stakeholder.
• Assist with onboarding new suppliers and product setup as required.
• Ensure product content on the Hero platform is accurate and up to date.
• Contribute to improving the Help Centre by creating and updating support articles.
• Maintain and update the product fault report.
• Provide feedback to the product team based on common customer enquiries and trends.

What are we looking for?

• Confident, respectful and clear communicator.
• Digitally savvy and comfortable navigating multiple systems.
• Proactive problem-solver who enjoys helping customers.
• Ability to work independently while collaborating with the wider team.
• An interest in travel or tourism is desirable, but not essential.

Why Hero?

• Flexible hybrid working arrangements.
• Travel industry perks and discounts.
• Friendly, collaborative and low-bureaucracy culture.
• Opportunity to work in a growing travel technology company.
• Exposure to both customer support and product operations.
• A varied role where your ideas and input are valued.

Hours of Work

This is a casual position with approximately 20–25 hours per week, with the opportunity for additional hours during busy periods. Support shifts are primarily rostered Monday to Friday during business hours, with occasional additional coverage as required. This role would suit a university student looking for flexible work alongside their studies.

Want to apply?

Please email your CV and a short cover letter explaining why you'd be a great fit for Hero to Sign in to view email.

Please also include your current visa status.