Customer Success Specialist

Join Canstar as a Customer Success Specialist

Are you passionate about delivering exceptional customer experiences and ready to build something new from the ground up? We are seeking a proactive and customer-obsessed Customer Success Specialist to take ownership of our customer experience and help shape the way we support and advocate for our users across the business.

In this newly created role, you won't just be answering questions — you'll be designing processes, influencing product decisions, and driving continuous improvement at every touchpoint. Whether it's resolving complex issues, gathering insights, or building scalable support frameworks, your work will directly impact how our customers experience our product.

Overview

We're looking for a proactive and customer-obsessed Customer Success Specialist to join the Canstar Group. In this newly created role, you'll take ownership of the customer experience from the moment they reach out to us — whether that's to ask a question, provide feedback, or raise a concern. Your focus will be on ensuring every interaction is handled with care, curiosity, and a drive for continuous improvement.

This is not a traditional support role — we're after someone who thrives on building from scratch, can operate without rigid processes, and is passionate about creating great outcomes for customers. You'll play a key role in shaping how we support and advocate for our customers across the organisation.

Key Responsibilities

• Act as the key contact point for customer enquiries, feedback, and complaints across all channels (email, app, website, social media, third-party platforms).
• Champion the voice of the customer within the business, identifying pain points and opportunities to deliver more value through our services and communication.
• Own and improve the customer success journey, designing scalable processes and frameworks that support consistent and high-quality service experiences.
• Investigate and resolve customer complaints and escalations end-to-end, collaborating closely with cross-functional teams (e.g. Product, Legal, Compliance, Tech) to address issues effectively.
• Build and maintain a customer insights dashboard to highlight trends, recurring issues, and service gaps — using this data to influence product, policy, and service improvements.
• Create and maintain internal documentation, processes, and a shared knowledge base to support future team growth and operational consistency.
• Partner with internal teams to proactively solve problems before they impact customers and ensure new initiatives are designed with customer success in mind.
• Educate and guide customers on how to get the most from our platforms, helping reduce friction and increase self-service opportunities.
  
  

Required Skills & Experience

• Proven experience in a customer success, service, or support role — ideally within SaaS, digital services, or a tech-driven business.
• A customer-first mindset with the ability to empathise, listen, and resolve issues effectively.
• Strong initiative and the ability to create and improve processes from scratch.
• Excellent written and verbal communication skills with the ability to influence and collaborate.
• Demonstrated experience using data and insights to drive customer-focused decisions.
• Ability to work autonomously and prioritise competing demands in a fast-paced environment.
  
  

Desired Skills & Experience

• Experience working in a regulated industry is beneficial.
• Knowledge and experience using project management tools (e.g., JIRA/Confluence)
  
  

At Canstar Group, our inclusive vision is to create a workplace where our people feel safe and confident to bring their unique selves to work. We are committed to celebrating each individual's unique backgrounds, experiences, abilities and perspectives. As an Equal Opportunity Employer, we invite applications from all individuals regardless of race, national origin, gender, sexual orientation, age, religion, or disability.

If you have a disability or specific access needs, we encourage you to discuss any adjustments you may need to our recruitment process.

How Can You Join The Team

If this sounds like you, and you are up for a fresh challenge with a great company, please click apply now and ensure that your CV and cover letter has been uploaded to your profile.

Recruitment Agencies: We politely ask that you refrain from contacting our People & Culture team or hiring managers directly. Canstar does not accept any unsolicited referrals from recruitment or job placement agencies.Seniority level

• Seniority levelAssociate

Employment type

• Employment typeFull-time

Job function

• Job functionOther

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