Product Support Specialist

Safety Culture is a customer and product‑led SaaS company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.

With our in‑house product and engineering teams, we’re continuously expanding our technology platform with products that give front line workers a voice, and leaders the visibility to make smart decisions in driving safety, quality, and continuous improvement. Our teams hold the customer at the heart of everything we do. Before we come to a solution, we ask: “How is this helping the customer?”

We’re looking for a Product Support Specialist who’s passionate about solving complex problems and creating remarkable customer experiences. This role isn’t just about answering questions, it’s about empowering our customers to get the very best out of our platform while shaping the future of how we deliver support.

• Deliver fast, helpful, and high‑quality product support to customers via live chat, email, and voice channels.
• Troubleshoot complex product issues and guide users through platform configuration, use cases, and integrations.
• Supervise and correct AI responses, escalating complex or sensitive issues as needed.
• Educate customers about Safety Culture products and features, aiming to make them self‑sufficient.
• Use data, logs, and technical resources to find the root cause of problems and recommend long‑term solutions.
• Document interactions and solutions clearly, ensuring full traceability and alignment with our quality framework.
• Collaborate with senior analysts, product teams, and training/quality to continually improve the customer experience.
• Contribute ideas and insights to help shape better support processes and product design.
• Close out cases with confidence, ensuring customers are satisfied and unblocked.

• Experience in a customer‑facing role, ideally in a tech or SaaS environment.
• Ability to troubleshoot complex software or system issues using logs, patterns, and internal tools.
• Strong written and verbal communication skills and the ability to explain technical concepts simply and clearly.
• Passion for helping people and a customer‑first mindset.
• Comfort working with AI tools and willingness to adapt in a fast‑changing environment.
• Proactive and collaborative – ready to “Be Bold, Bring Action” with ideas for improvements.

• Equity with high growth potential, competitive salary, flexible working arrangements; access to professional and personal training and development opportunities including hackathons, workshops, and lunch & learns; encouragement of community involvement, open source work, attending talks and events, and experimenting with new technologies.
• In‑house Culinary Crew serving daily breakfast, lunch and snacks; wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy; quarterly celebrations and team events, including the annual Shiplt global offsite; table tennis, board games, gym sessions, book club, and pet‑friendly offices.

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates.

Even if you don’t meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don’t rule yourself out—hit that apply button if this job resonates with you.

You can find out more about life at Safety Culture via You Tube, Twitter, Instagram and Linked In.

To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to Safety Culture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.