Job Overview & Organization Mission

Officeworks Online Care is looking for a dedicated Enterprise Account Support Manager to deliver high-trust customer experiences remotely across Australia.

Deliver world-class service and build customer loyalty from the comfort of your home office with Officeworks Online Care. In this 100% remote role, you will be part of a supportive, collaborative virtual team dedicated to solving real problems for Australians every day.

We provide modern enterprise software tools, structured virtual onboarding, and ongoing professional coaching. Enjoy regular working hours, zero commute costs, and genuine career progression opportunities.

As a key member of the team at Officeworks Online Care in Remote – Australia, All Australia, you will play a central role in driving excellence, upholding top-tier Australian industry standards, and contributing directly to the strategic milestones of one of the nation’s premier employers.

Key Duties & Core Responsibilities

In this critical role, your operational duties and key performance responsibilities will encompass:

• Act as: Act as dedicated operational contact for tier-one corporate clients, ensuring adherence to stringent enterprise service level agreements.
• Maintain accurate,: Maintain accurate, detailed records of customer interactions, case notes, and escalations in enterprise CRM systems.
• Collaborate virtually: Collaborate virtually with cross-functional product, billing, and technical teams to resolve systemic customer pain points.
• Consistently achieve: Consistently achieve key performance metrics including CSAT, First Contact Resolution, and SLA adherence.
• Participate in: Participate in virtual team standups, training workshops, and peer quality feedback sessions.

Required Qualifications, Licenses & Experience

To be successful in this position at Officeworks Online Care, candidates are expected to satisfy the following essential selection criteria:

• Mandatory Qualification: Diploma or Bachelor’s Degree in Business, Communications or Equivalent Experience.
• Relevant Experience: Minimum 3-5 Years of verified industry experience in Australia or recognized overseas equivalence.
• Demonstrated professional capability in Account Management and SLA Governance.
• Proven experience in customer service, technical support, account management, or operations within Australia.
• Outstanding verbal and written communication skills with strong active listening and problem-solving abilities.
• A quiet, private workspace with reliable high-speed broadband internet and full Australian working rights.
• Familiarity with modern business platforms (e.g. Zendesk, Salesforce, Slack, Microsoft Teams, or Jira).

Core Competencies & Key Technical Proficiencies

The successful applicant will possess demonstrated capabilities across the following domain skill sets:

Salary, Compensation & Employee Benefits

At Officeworks Online Care, we understand that our people drive our achievements. An outstanding remuneration and wellbeing package is provided in line with Australian benchmarks:

• Competitive Remuneration: AU$110,000 – AU$135,000 per year + standard Australian Superannuation (11.5%).
• Competitive Australian salary ($110,000 – $135,000 AUD) + 11.5% superannuation + incentives.
• 100% Work From Home flexibility — complete home office IT equipment provided (laptop, dual screens, headset).
• Monthly home internet and phone allowance ($100/month).
• Generous employee discounts on company products and comprehensive wellness programs.
• Leave Entitlements: 4 weeks annual leave (with 17.5% annual leave loading where applicable) plus 10 days paid personal/carer’s leave.
• Flexible Work: Progressive work-life balance options with supportive corporate culture and leadership development pathways.

About the Employer: Officeworks Online Care

Officeworks provides office, technology, and learning supplies to Australian businesses and families, backed by modern customer care.

Officeworks Online Care is deeply committed to building diverse, equitable, and culturally inclusive work environments. We proudly celebrate diversity and welcome applications from all qualified individuals including First Nations Australians, people with disabilities, and candidates from culturally and linguistically diverse backgrounds.

Application Process & Next Steps

Applications for this position are currently open and being reviewed on a rolling basis. Suitable candidates are encouraged to apply as early as possible before the published closing date.

Please prepare an updated Curriculum Vitae (CV) and a tailored Cover Letter highlighting your relevant experience against the key selection criteria outlined above.

To proceed with your application, click the Apply on Employer Site button to access the official Officeworks Online Care careers gateway.