Account Activion and Retention Specialist

12 hours ago

Gold Coast, Queensland, Australia at Full time
Account Activation and Retention Specialist

We're on a mission to be the easiest way to hire a tradie — and we know our customers stay loyal when they're confident, supported, and see real results. That's where you come in.

We're looking for a Account Activation and Retention Specialist who loves helping people, building long-term relationships, and ensuring our trade partners maximize the benefits of Service.com.au.

What You'll Do
  1. Onboard & train: Guide new and renewing customers through the platform, demonstrating how to set up profiles, respond to jobs, and utilize features that drive results.
  2. Stay connected: Maintain regular contact with your portfolio of customers, celebrating successes and proactively addressing any decline in usage.
  3. Coach for success: Share best practices and tailored tips to help tradies feel confident using the platform.
  4. Problem-solve with empathy: Handle frustrations calmly, turning challenging situations into positive experiences.
  5. Spot risks early: Use data and engagement trends to identify accounts that may need extra support before they churn.
  6. Be the customer's voice: Collect feedback and insights from your accounts to help improve our products and processes.
  7. Relationship-focused: Build rapport and trust, focusing on long-term relationships rather than just completing tasks.
  8. Teacher at heart: Be patient, clear, and enthusiastic in showing people how to use features.
  9. Empathetic & calm: Manage frustrations without taking them personally, guiding customers toward solutions.
  10. Proactive: Initiate check-ins, follow-ups, and ensure continuous engagement.
  11. Organised & thorough: Document interactions, manage multiple accounts, and ensure follow-ups are completed.
  12. Curious & data-aware: Recognize usage patterns and act accordingly to support customer success.
What's In It for You
  • Clear growth path into Senior Success, Training, or Retention leadership roles.
  • Gold Coast location with flexibility and a supportive team environment.
  • Hands-on training, effective tools, and autonomy to manage your accounts.
  • An opportunity to make a meaningful impact on thousands of Aussie tradies building their businesses.

We foster positivity, pride in our work, and a fun team culture with office banter, team events (marathons, golf days), and friendly greetings every morning. If you're proactive, resilient, and passionate about helping people succeed — you'll be a great fit.

Check us out on Instagram: https://www.instagram.com/servicecomau_team?igsh=dGh5cHpuYzZkMDJr

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Your application will include questions about:

  • Your years of experience as a Retention Specialist
  • Your right to work in Australia
  • Your years of experience as a Customer Retention Specialist
  • Your expected annual salary

Please include any relevant details if reporting this job ad as fraudulent, misleading, or discriminatory.

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