Rome2rio are looking for a...

Online Customer Support Lead

$50,000 - $55,000Part-TimeMelbourne, AU
This position is now closed

At Rome2rio we’re busy helping people get from A to B around the globe. With 10 million unique monthly visitors, our multi-modal travel search and booking service is one of the top online travel resources used around the world.

A key component of our company philosophy is providing outstanding customer service and as such Rome2rio is looking for an experienced Online Customer Support Lead to drive this forward.

Based in Melbourne, the role offers agreed flexible office hours over a 5 day week and is suitable for a candidate with family responsibilities. If you want to work in a fun dynamic team, have previous experience in handling online customer queries and want to influence the future of online travel booking, this is the perfect opening for you!

What you’ll be doing

Your role involves:

  • Leading, supporting and training a growing international customer support team
  • Being the central escalation point for all international customer support queries
  • Responding to customer feedback via email, social media platforms and app marketplaces
  • Proactively resolving online queries with the best possible outcome
  • Processing booking cancellations and refunds as required
  • Escalating any immediate issues to the content or development team
  • Acting as the customer’s champion by co-ordinating improvements to the booking experience based on frequent feedback
  • Creating and improving online help documentation and training material
  • Escalating issues and prioritising tasks with 3rd party suppliers
  • Monitoring metrics

Who we’re looking for

You’re a great communicator with excellent written and verbal communication skills who genuinely enjoys going that extra mile to keep customers happy. It’s important you understand the unpredictable nature of travel and can empathise with customer needs.

Your approach to problem solving is instinctive and you’re always looking for opportunities to improve the online experience. You’re well organised, have a sound attention to detail and can keep calm in a crisis.

Ideally you’ll have worked in a similar customer service role within an online environment. Experience within the travel industry is a plus but not essential. You must be based in Melbourne so you can collaborate directly with the team and be available to work a minimum of 30 hours per week. To be considered for this role you must be an Australian citizen, permanent resident or have full Australian working rights.

About Rome2rio

Rome2rio, based in Melbourne, Australia, is busy helping people get from A to B around the globe. We offer a multi-modal, door-to-door travel search engine that returns itineraries for air, train, coach, ferry, mass transit and driving options to and from any location.

We have recently expanded our services to include on-site ticketing as we move to a hybrid search and booking model. We are a globally recognised, profitable start-up and pride ourselves on the can-do, engineering-centric culture built by our founders who are both developers themselves. The company has 23 staff based in Melbourne and is growing. Working at Rome2rio means that you will be immediately responsible for shaping a consumer focussed product used by millions worldwide alongside a deeply involved executive team that actively seek and listen to the opinions of staff to improve and expand our offering. Your work will have plenty of impact!

Check out our company blog or visit our press page to find out what we are busy building.

Pay and perks

Expected pay is between $50,000 and $55,000 per annum pro rata plus superannuation, depending on your skills, experience, and agreed part-time hours.

Rome2rio offers a suite of additional benefits including:

Five weeks annual leave A weekly team lunch A biennial travel fund of $2000 for European travel A biennial transport fund of $1000 for international transit expenses An annual winter company retreat somewhere warm Competitive maternity and paternity leave benefits Family-friendly flexible working hours in a casual environment

Our team is based at Inspire9, a coworking space in Richmond. The loft-style warehouse space is home to 200 creative and entrepreneurial people. Table tennis, a pool table, Friday night drinks and a plenty of weekly meetups make this a fun, creative and social space to work in.

Interested? Send your CV and introduce yourself to Liz at When you apply, we’d love for you to tell us a story from your career about your own customer support philosophy with an example of how you made a positive difference to a customer.