Job Description
Full job description
Application Support Specialist
CustomLinc · Remote (Australia or New Zealand) · Full-Time
About CustomLinc
CustomLinc is the all-in-one platform powering the world's tourism and travel operators — from boutique tour companies and cruise operators to attractions, ferry services, and sightseeing experiences. Our platform handles ticketing, reservations, food & beverage, online booking, scanning, agent and member portals, helping operators run smarter and deliver better experiences at every touchpoint and much more.
We're a tight-knit team on a growth trajectory, and we're looking for someone who genuinely loves helping people get the most out of software.
The Role
You'll be the go-to person our clients rely on when they need help — the kind of support specialist who doesn't just answer tickets, rather builds real confidence in the product. You'll become deeply fluent in the CustomLinc platform and use that expertise to troubleshoot issues, walk operators through configurations, and make sure every client feels set up for success.
This is a fully remote position, so you'll thrive here if you're self-directed, communicate well in writing, and can manage your own workload without needing someone looking over your shoulder.
What You'll Do
Respond to client support requests via email, chat, and phone — promptly and with genuine warmth
Troubleshoot issues across the full platform: ticketing, reservations, F&B, scanning, reporting, and the booking engine
Guide clients through feature setup and platform configuration tailored to their operation
Own tickets from first contact through to resolution, with clear tracking and follow-up
Write up detailed, well-documented escalations for the development team when complex issues arise
Contribute to and maintain help documentation, FAQs, how-to guides, and video walkthroughs
Build lasting relationships with clients — the kind where they reach out because they trust you, not just because something broke
What We're Looking For
Essential
Valid working rights in Australia or New Zealand
Availability required 9:00am – 5:00pm Australian Eastern Time (including daylight savings)
Experience in a software or application support role, ideally in a SaaS environment
Strong written and verbal communication — you can explain technical things to non-technical people without making them feel talked down to
A systematic approach to troubleshooting and a genuine curiosity for how things work
Solid organisational skills and the ability to manage multiple open tickets without losing the thread
Comfortable using AI tools in your day-to-day work — whether for drafting documentation, researching issues, or finding faster ways to get things done. We use AI actively as a team and expect everyone to do the same
Highly regarded
Hands-on experience using CustomLinc at an operational or administrative level — you already know what it feels like to be on the other side of the product
Experience creating professional help content: written documentation, how-to guides and video walk throughs or screen casts
Background in tourism, attractions, hospitality, or events
Why CustomLinc?
Fully remote — work from anywhere in Australia or New Zealand
A small, collaborative team that communicates well and doesn't do unnecessary meetings
Real ownership over your work — your contributions to support quality and documentation will be visible and valued
A product that's used daily by real operators running real experiences for real people
Ongoing opportunities to grow your skills as the platform and company expand
Laptop provided
Apply
If this sounds like you, we'd love to hear from you. In your cover letter, please briefly touch on each of the following, and confirm you have valid working rights in Australia or New Zealand and a suitable home office setup (reliable internet, a quiet workspace, and the equipment to take calls professionally):
How you use AI tools in your work — give us a concrete example, not just "I use ChatGPT"
Your experience with CustomLinc — if you've used the platform, tell us in what capacity and at what level
A support win — a time you resolved a tricky issue or helped someone who was struggling
Why this role — what draws you to support work in the tourism/travel space specifically?
Job Type: Full-time
Pay: $70,000.00 – $80,000.00 per year
Benefits:
Work from home
Work Location: Remote
Application Support Specialist
CustomLinc · Remote (Australia or New Zealand) · Full-Time
About CustomLinc
CustomLinc is the all-in-one platform powering the world's tourism and travel operators — from boutique tour companies and cruise operators to attractions, ferry services, and sightseeing experiences. Our platform handles ticketing, reservations, food & beverage, online booking, scanning, agent and member portals, helping operators run smarter and deliver better experiences at every touchpoint and much more.
We're a tight-knit team on a growth trajectory, and we're looking for someone who genuinely loves helping people get the most out of software.
The Role
You'll be the go-to person our clients rely on when they need help — the kind of support specialist who doesn't just answer tickets, rather builds real confidence in the product. You'll become deeply fluent in the CustomLinc platform and use that expertise to troubleshoot issues, walk operators through configurations, and make sure every client feels set up for success.
This is a fully remote position, so you'll thrive here if you're self-directed, communicate well in writing, and can manage your own workload without needing someone looking over your shoulder.
What You'll Do
Respond to client support requests via email, chat, and phone — promptly and with genuine warmth
Troubleshoot issues across the full platform: ticketing, reservations, F&B, scanning, reporting, and the booking engine
Guide clients through feature setup and platform configuration tailored to their operation
Own tickets from first contact through to resolution, with clear tracking and follow-up
Write up detailed, well-documented escalations for the development team when complex issues arise
Contribute to and maintain help documentation, FAQs, how-to guides, and video walkthroughs
Build lasting relationships with clients — the kind where they reach out because they trust you, not just because something broke
What We're Looking For
Essential
Valid working rights in Australia or New Zealand
Availability required 9:00am – 5:00pm Australian Eastern Time (including daylight savings)
Experience in a software or application support role, ideally in a SaaS environment
Strong written and verbal communication — you can explain technical things to non-technical people without making them feel talked down to
A systematic approach to troubleshooting and a genuine curiosity for how things work
Solid organisational skills and the ability to manage multiple open tickets without losing the thread
Comfortable using AI tools in your day-to-day work — whether for drafting documentation, researching issues, or finding faster ways to get things done. We use AI actively as a team and expect everyone to do the same
Highly regarded
Hands-on experience using CustomLinc at an operational or administrative level — you already know what it feels like to be on the other side of the product
Experience creating professional help content: written documentation, how-to guides and video walk throughs or screen casts
Background in tourism, attractions, hospitality, or events
Why CustomLinc?
Fully remote — work from anywhere in Australia or New Zealand
A small, collaborative team that communicates well and doesn't do unnecessary meetings
Real ownership over your work — your contributions to support quality and documentation will be visible and valued
A product that's used daily by real operators running real experiences for real people
Ongoing opportunities to grow your skills as the platform and company expand
Laptop provided
Apply
If this sounds like you, we'd love to hear from you. In your cover letter, please briefly touch on each of the following, and confirm you have valid working rights in Australia or New Zealand and a suitable home office setup (reliable internet, a quiet workspace, and the equipment to take calls professionally):
How you use AI tools in your work — give us a concrete example, not just "I use ChatGPT"
Your experience with CustomLinc — if you've used the platform, tell us in what capacity and at what level
A support win — a time you resolved a tricky issue or helped someone who was struggling
Why this role — what draws you to support work in the tourism/travel space specifically?
Job Type: Full-time
Pay: $70,000.00 – $80,000.00 per year
Benefits:
Work from home
Work Location: Remote
💡 Quick Summary
Seeking a career-building opportunity? The Application Support Specialist position is now open for candidates interested in the Work from home Jobs sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.