Customer Success Representative ANZ

The team at Tradify Limited, a leading software company, is seeking a highly motivated and customer-focused individual to join them as a Customer Success Representative. In this position, you will ensure the success and satisfaction of Tradify's customers in the ANZ region.

We need an outstanding Customer Success Representative who helps customers achieve their desired outcomes, and succeed, above everything else. You will be passionate about helping others use world-class tech, be able to communicate and build a strong rapport with all sorts of different people and be comfortable stepping Tradies through exactly how they can make the most of Tradify.

In addition to providing exceptional customer service, you will also play a critical role in relaying customer feedback to our internal teams. By doing so, you will actively contribute to the ongoing enhancement of Tradify's products and services.

Specific Duties & Responsibilities

• Communicate with customers via phone, email and text once they’ve upgraded to a paid account to offer assistance, make sure they’re fully set up and help them learn the system
• Deliver online webinars and demos to customers to help them grasp the technology or to introduce new/additional features
• Keep customer records up to date with communication that has occurred  
• Help to develop our onboarding process, technology and techniques to improve the quality of conversations with customers and improve early-stage usage and churn metrics
• Liaise with internal teams to deliver product recommendations and feedback
• Stay up to date with the latest Customer Success techniques and tools to drive improvements in our processes

You’re going to love this job if you:

• Have the flexibility to work late shifts 2 nights per week to service our ANZ customers.
• Have some experience in a Customer Success, Support or Sales role, or can demonstrate talent and desire to help customers succeed
• Are highly empathetic, high energy and can relate to people from all walks of life
• Love to find ways to make technology understandable and relatable. Many of the people you’ll be talking to are great at what they do but not with the tools you’re helping them understand and use
• Are highly organised with great attention to detail, as you’ll need to follow established processes and juggle lots of different tasks
• Driven to make sure you contact all customers to need help onboarding, or potentially have an issue
• Have “the gift of the gab” – you need excellent written and verbal communication skills, as you’ll be chatting with customers all day via phone, email, and SMS
• Thrive in a great team environment where everyone is friendly, innovative, and driven
• Believe that tradespeople do important work and that supporting them to do their work better is an awesome thing to be a part of
• Want to do work that improves other people’s lives, but also believe it should be fun
• Can work two late shifts per week

For the right candidate, we offer a great benefits package,

• Hybrid Working 3 office/2 home
• Employee Share Options (ESOP)
• Generous Parental Leave entitlements
• Down Tools Days (5-6 days a year to follow your passion)
• Volunteer Leave (to pay it forward in our community)
• Birthday leave (a paid day off so you can celebrate)
• A Dog-Friendly office
• Legendary Monthly Team Lunches
• A values-based culture

Interested? Want to know more? Get in touch