Exceptional Customer Experience Specialist
1 day ago
Job Title: Customer Support Specialist
About the RoleWe are seeking a highly skilled and experienced customer support specialist to join our team.
- The ideal candidate will be responsible for providing exceptional support to customers, ensuring their continued success and satisfaction with our product.
- Responding to and resolving customer tickets, calls and queries related to our platform in a timely manner.
- Assisting and collaborating with the wider squad and support team to provide best practice system use and education to all customers.
- Proactively analysing and understanding product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements.
- Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
- Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
- Working with customers across multiple channels (email, chat, phone) to understand their organisational workflow and how the platform can support them to maximise their people processes.
- 1-2 years experience with proven results in a fast-paced customer service/support environment across live chat and email.
- Relevant experience with Australian payroll, e.g. KeyPay/Employment Hero.
- Prior exposure to customer experience within a SaaS (Software as a Service) environment.
- Exposure to working in fluid, high-change and high-velocity environments.
- Problem-solving skills with a sound and thorough approach to troubleshooting.
- Ability to manage competing priorities, working autonomously; requesting assistance where needed.
- Strong and polished verbal and written communication skills.
We believe in empowering our employees to work remotely, with flexibility to own their time and impact.
- You will have access to cutting-edge tools to amplify your work, knowledge, and outputs.
- You'll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life.
- You'll own ESOP (employee share options) in one of the world's fastest-growing tech companies.
- You'll also have access to a wide range of benefits that includes - a very generous paternity leave policy, subsidised egg freezing, a WFH office expense budget, and outstanding learning & development opportunities.
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