Customer Success Support Representative

Are you passionate about helping people and creating outstanding customer experiences? We're looking for a Customer Success Support Representative to be part of that mission. In this role, you'll be the friendly face (and voice) our customers rely on, guiding them through the platform, answering their questions, and ensuring they get the very best value. You'll play a key role in turning everyday interactions into long-lasting relationships by delivering timely support, clear solutions, and a positive experience at every touchpoint.  

Key Accountabilities:

Customer Support & Onboarding

• Deliver first-level support via chat, email, and occasional video calls.
• Troubleshoot product issues and escalate technical matters appropriately.
• Guide customers through onboarding and best practices to maximise adoption and ROI.
• Maintain accurate records of interactions and resolutions in CRM and support systems.

Customer Experience & Retention

• Assist in developing help articles, FAQs, and walkthrough videos.
• Provide timely feedback to the product team on potential improvements and assist in testing newly released features to ensure a smooth user experience.
• Collaborate with Customer Success Managers to identify and mitigate churn risks.
• Promote engagement by encouraging deeper feature use based on customer needs.

Technical & Product Knowledge

• Stay up to date with the features, industry trends, and user behaviours.
• Leverage knowledge of APIs, AI tools, or workflow automation platforms where applicable.
• Help bridge communication between clients and technical teams.

Collaboration & Culture

• Contribute to a positive and inclusive team culture by bringing energy, empathy, and open communication to daily interactions.
• Work collaboratively with cross-functional teams including Product,
• Engineering and Sales to relay customer insights and feedback.
• Participate in team meetings, knowledge sharing sessions, and training opportunities to support both individual and team growth.
• Embrace our core values and demonstrate them in everyday work—whether in client interactions, internal communications, or
• project contributions.
• Support a remote-first culture by maintaining clear and proactive communication across time zones and tools.

Continuous Improvement

• Look for ways to improve how you support customers and ask for feedback to help you grow.
• Notice any common issues customers are having and share ideas to make things easier or faster.
• Speak up with suggestions that could help improve our help articles, support tools, or the way we work.
• Keep learning about company updates, support tools, and new ways to help customers better.

Health and Safety: All employees are expected to take reasonable care of their own health and safety, ensure their actions do not adversely affect others, and comply with all organisational policies and procedures.

General duties:

• Be punctual and work the hours and times specified.
• Prioritise workload to ensure work of the greatest importance to the business is undertaken with urgency and to a high standard.
• Support and help develop a positive workplace culture.
• Demonstrate excellent interpersonal communication skills.
• Responsibly manage all business resources within accountability levels.
• Undertake all duties and responsibilities outlined in this job description and all other duties as required by the business.
• Comply with all employment obligations.
• Promptly undertake to complete all reasonable and lawful instructions and directions given.
• Serve the business in good faith, promoting and protecting the business's best interests.
• During work time, and such other times as may be reasonably required, dedicate all effort to the execution and fulfillment of the duties, responsibilities, obligations, and instructions related to employment.
• Demonstrate through your own actions a commitment to Health and Safety at work when undertaking work or observing others in the workplace.

Ready to elevate your career and make a real impact? Apply now and complete our Pre-screening Test to get prioritized We can't wait to see the difference you'll make A 10k signing bonus awaits the successful candidate.

**Stable internet connection (with backup internet) at home is a MUST**