AutoGrab is a leading automotive technology company transforming how vehicles are valued, sourced, and sold. Founded in Melbourne in 2020, we’ve built an AI-driven platform that enables dealerships, finance providers, and insurers to make smarter, faster, and more profitable decisions.
Our software powers intelligent vehicle pricing, inventory management, and customer retention strategies across thousands of users, with operations spanning Australia, New Zealand, Malaysia, and now expanding into the UK. Backed by global data partnerships and a relentless focus on innovation, AutoGrab is redefining the way the automotive ecosystem connects and transacts.
Ranked #19 in the 2024 Deloitte Tech Fast 50 and recognised among Australia’s Top 100 Fast Starters and LinkedIn’s Top 25 Startups, AutoGrab is one of the fastest-growing tech companies in the region — and we’re just getting started.
Role Overview
As a Customer Support Specialist, you’ll be the primary contact for our customers — guiding onboarding, resolving enquiries, and building durable relationships that drive adoption and retention. This is a hands-on, phone-forward role ideal for people with call centre, customer support, or dealership service advisor backgrounds who love helping customers and can switch seamlessly between product support, follow-ups, and clear documentation.
Key Responsibilities
Customer Onboarding & Engagement
* Lead new customers through setup, configuration, and initial product training
* Making and adjusting bookings through leads and supporting with appointments planning for Business Development Managers
* Deliver clear how-to resources and ensure early adoption and confidence with AutoGrab tools.
* Maintain proactive, scheduled check-ins with crisp phone and written communication.
Customer Advocacy & Retention
* Champion the customer voice; collect and relay feedback to influence roadmap and quality improvements.
* Monitor health/usage to identify at-risk accounts, reduce churn, and support renewals and upsell conversations.
Operational Excellence & Administration
* Proactive follow-up: Close the loop on outstanding questions and queues; confirm outcomes and next steps with customers.
* CRM management: Keep impeccable notes, tasks, and case histories in the CRM and support tools.
Field & Product Familiarity
* Apply practical understanding of dealership operations and workflows in conversations with users.
* Occasionally participate in onsite/ride-along sessions to deepen product and customer insight,
Skills & Experience
* Customer support background — call centre, dealer service advisor, help desk, or similar, with a service mindset.
* High-level communication skills — confident phone-based verbal support and crisp, professional written comms.
* Strong administrative/organisational skills — disciplined time/calendar management, follow-ups, and case ownership.
* Technical proficiency — comfortable across a variety of software and browsers, basic diagnostics, and step-by-step troubleshooting.
* Demonstrated ability to work autonomously, manage competing priorities, and meet support Business Development Managers.
What we offer
* Hybrid working model
* Employee Assistance Program
* Career growth opportunities in a global, high-growth technology company