What You'll Do Customer Support : Monitor our support inbox, respond to customer requests via email, and maintain our inbox zero standard across 50 major customers. Product Improvement : Work with our development and data engineering teams to enhance the platform—fixing bugs, troubleshooting data issues, building support tools, and updating documentation. Data Operations : Assist our data engineering team in collecting, matching, and maintaining retail product and pricing data across 1,000 retailers and 10M products. What You Bring Excellent communication skills (written & verbal) in English. Experience with project/incident management tools like Jira or HelpScout. Strong data entry & spreadsheet skills (Excel, Google Sheets). Ability to triage and prioritise incoming requests efficiently. Comfort interacting with customers, primarily via email. Experience working in a fast-paced environment and liaising with both technical and non-technical stakeholders. Growth Opportunity This role can be a stepping stone into a Data Engineer or Customer Success Associate role within 12-18 months. Requirements Eligibility Open to candidates already residing in Sydney with full-time working rights for at least the next 12 months. Due to high application volume, only candidates meeting these criteria will receive a response. Mandatory Requirements Work Hours : This role requires a strict 6 AM start time , offset by an earlier finish. This is non-negotiable to support key customer SLAs. Education : Bachelor’s degree or Diploma in Software Engineering, Software Development, or a related field , or equivalent experience. Communication : Strong written English skills with experience writing clear and concise emails in a technical support or similar role. Incident & Project Management : Familiarity with tools like Jira and project management methodologies such as Kanban . Data Handling : Strong MS Excel skills (data entry, lookup functions, basic calculations). Experience entering data in Google Sheets or similar, with a keen eye for accuracy . Ability to resolve discrepancies and research missing product data from e-commerce sites. Autonomy & Learning : Comfortable working independently . Strong self-learning ability for new tools, technologies, and processes. Highly Desirable Skills SQL & Relational Databases ETL Workflows : Experience building and scheduling data workflows (e.g., Alteryx). Cloud Platforms : Exposure to Azure, Google Cloud, or AWS . Benefits Competitive salary with startup perks, in a flexible, remote-friendly environment. Join a small but mighty team —highly motivated, intelligent, and diverse—where your contributions will shape how we operate and drive the growth of ShopGrok. You'll have real impact from day one. Hybrid work setup. Start your day from home if that suits you, or join us at our comfortable space in The Commons Chippendale . We value face-to-face collaboration and make the most of in-person time while keeping flexibility at the core.