Client Service Ambassador

Be the face of our client support and help shape our customer experience.

We're on the hunt for a dedicated individual to join our team as a Customer Support Advocate. In this role, you'll be the first point of contact for our clients, handling customer communications from initial request through to resolution. You'll be a product expert, owning knowledge about how our platform works and what it's capable of.

What will you do?

• Be a product expert in all areas, becoming an encyclopedia of knowledge about our platform.
• Own customer communications and issues from initial contact until resolution.
• Collect customer feedback and influence the direction of our product.
• Identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information.
• Develop and improve processes to scale support with our growing business.
• Create and maintain both internal and customer-facing documentation such as knowledge base articles.
• Work closely with key account managers, retention and implementation, marketing teams.
• Your standard schedule will fall within specific hours, Tuesday through Saturday.

What do we need from you?

• Previous experience in a customer support role.
• Proficiency with various computer software systems, such as Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, Intercom.
• Ability to comfortably talk to others, with good written and oral communication skills for creating professional documents and giving presentations to interested clients.
• Good time management and organisational skills.
• Ability to listen to concerns and handle criticism without taking it personally.
• Engage in robust and articulate dialogue while maintaining an open mind.
• Happy to work both autonomously, but also with a strong team ethic.

Who are we looking for?

• A high attention to detail.
• Someone who doesn't shy away from feedback and takes it on board.
• Terrific communication skills – both written and verbal.
• Systems and process driven.
• Happy to be flexible when things don't go to plan.
• An organiser at heart.
• Feeling comfortable working to deadlines.
• Thriving off working in a team.

Why join us?

We offer a collaborative, open, and transparent culture where everyone is encouraged to grow and develop. Our team comprises curious and intelligent colleagues who embrace challenges. Here's what we offer:

• A global SaaS organisation in hyper growth mode and scaling fast.
• A collaborative, open, and transparent work culture.
• Competitive salary and employee stock options from day one.
• 20 days accrued annual leave/vacation, along with 10 days of wellbeing days to take care of yourself and/or loved ones.
• Health/Dental/Vision benefits from day one.
• Annual education allowance to support your professional growth.
• Curious and smart coworkers who won't back down from a challenge.
• Employee recognition program.
• Quarterly wellness allowance to spend on your wellbeing and what this means to you.
• Paid subscription to Headspace, EAP & Wellbeing Platform.
• Flexible working supported by work from office reimbursement and mobile allowance to allow you to set yourself up safely to work from home.
• Personal tax return assistance - after all, we are in the accounting business.
• Entitlement to night shift differential.
• An extra paid day off to celebrate your birthday, alongside volunteering leaves.
• Monthly virtual social events.

Research has shown that candidates from underrepresented minority groups often only apply for roles where they meet all the detailed criteria. Experience comes in many forms, and skills are transferable. We are committed to adding diverse perspectives to our teams and encourage everyone to apply if interested.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

We are proud to provide employment and recruitment accommodations during the recruitment process. Once our team reviews your resume and contacts you if there is a fit, we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us.