Job Description

• Monitor and manage the Customer Success & Support team and ticket queue 
• Create and document data-driven Customer Success and Support processes
• Troubleshoot issues escalated by customers and the dev team, this will include outbound contact with clients for additional information and resolution.
• Provide clear and detailed information to clients on product feature functionality, both written and verbal.
• Communicating client perspective to Product and Development teams for feature improvements/fixes.

Job Requirements

1. You’re an excellent communicator and can eloquently strike up the right tone when dealing with stakeholders from Australia, UK and Asia.  
2. You are solutions-oriented and an analytical problem-solver, with a keen eye and genuine excitement for metrics that contribute to data-driven action plans 
3. You are highly motivated, and able to work in both a team and individually 
4. You operate with an ownership mentality, and are able to deliver what is assigned to you fully and to a high standard within set timelines 
5. You are process-driven and demonstrate strong organisational skills  
6. You understand the impact of highly satisfied stakeholders on the business 
7. Previous work experience in a technical team (preferably front end and web development skills) preferred 

Company Benefits

Additional Info