Channel Support Specialist

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Why work with TSA?

Competitive Salary Package + HMO coverage with free dependent + Life Insurance Coverage
Our #TSAWays are what we are all about. Think of them as the vibe!
Join a company that promotes from within – work your way up and across the business
Comprehensive training, with ongoing coaching and development
A vibrant and rewarding recognition program - We love to celebrate our people! 
We are proud of our fun, friendly and supportive team environment

Job Responsibilities

What will your normal day look like:

As a Channel Support Specialist, you will support day-to-day operations across multiple customer and partner channels, ensuring seamless communication, timely issue resolution, and consistent service delivery. You will work closely with cross-functional teams to maintain performance standards, improve processes, and enhance the overall customer and partner experience.

Key Responsibilities

Channel Operations

• Manage inquiries across email, chat, and partner platforms
• Ensure SLA compliance and timely resolution of issues
• Maintain accuracy and quality in all responses

Real-Time Support

• Monitor queues and channel performance
• Address backlogs and support volume fluctuations

Stakeholder Coordination

• Work with internal teams to resolve issues
• Provide timely updates and maintain clear communication

Continuous Improvement

• Identify recurring issues and support process enhancements
• Maintain documentation of workflows and resolutions

Reporting & Analysis

• Track performance metrics and analyze trends
• Provide insights to improve service delivery

Qualifications

What you'll do:

Essential

• Bachelor’s degree or equivalent experience
• 1–3 years in customer support, operations, or similar roles
• Strong communication and problem-solving skills
• Experience with ticketing systems or CRM tools
• Detail-oriented with strong organizational skills

Additional Information

Want to know more? Check out our social media pages:
 
Website: https://tsagroup.com.au/
Instagram: tsa_group_
LinkedIn: https://www.linkedin.com/company/tsa-group-australia/
 
 

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.