**Exceptional Customer Support Specialist**

Join our company and become a key player in the delivery of exceptional customer experiences.

We are seeking a highly skilled Customer Support Advocate to join our team on an 18-month fixed term contract. In this role, you will be responsible for owning customer communications from initial request through to resolution.

You will play a crucial role in scaling our support function by maintaining knowledge base resources, improving processes, and collaborating closely with teams across the business.

The successful candidate will have excellent communication skills, both written and verbal, and be able to effectively communicate complex technical information to customers.

Key Responsibilities:

• Be a product expert in all areas and maintain up-to-date knowledge of our products and services.
• Own customer communications and issues from initial contact until resolution.
• Collect customer feedback and use it to influence the direction of our products and services.
• 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 the 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.

Requirements:

• 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.
• Excellent 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.

We offer a competitive salary and employee stock options from day one, along with a range of benefits designed to support your health, wellbeing, and career development.

What We Offer:

• 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.

Our company is committed to fostering a collaborative, open, and transparent culture where everyone feels valued and empowered to make a difference.

Who We Are:

• Global SaaS organisation in hyper growth mode and scaling fast.
• Collaborative, open, and transparent work culture.
• Curious and intelligent colleagues who embrace challenges.

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.