Customer Success Specialist

2 weeks ago

Sydney, Australia Greener Full time

**Who we are**

Greener has been recognised as **the #1 cleantech **start-up** in Australia**, and we’re just getting started. We exist to bring people

and brands together to help end climate change, and we envisage a world where every dollar helps build a greener, better world for all.

We are a close-knit team that are passionate about making the world more sustainable place. If we can help businesses and consumer better understand the issues at solutions at hand, make it easy for them to get greener, and celebrate each win, we know we can bring about the world we all want to live in.

**About the role**

At Greener, customer satisfaction is the key to success for any company, which is why we are looking to hire our first EVER Customer Success Specialist to be the first touch point for our Greener brand partners and consumers.

As this is a newly created role, you'll be involved in helping the executive team to set up new processes and systems and be our Customer Success ambassador to ensure that our merchants and customers have an incredible experience.

You'll be involved in the rollout of a huge project with a one of the big 4 banks that will see us bring in thousands of new customers. Don't worry though - you won't be doing this alone, you'll be fully supported by our Project Manager and Executive Team to manage our inbound ticket queue for our awesome partners.

**Your day to day might look a bit like this**:

- Manage a steady stream of inbound tickets from our merchants and customers to quickly triage issues
- Recommend and implement solutions to our partners providing them with the ultimate experience
- As you'll become the "go to" person for all things Greener with our partners, you'll document processes to make things more efficient for other team members
- Responsible for managing escalations, and where required involving the appropriate internal team members
- Set expectations with users and internal stakeholders
- Helping the executive team to establish customer success process and systems
- Assisting the pilot project manager and the Greener executive team to set and measure customer success SLAs and goals
- Ensure customer service standards are met, and striving to exceed them

**What we'd love you to have**:

- Experience in a customer support or success role, at a Fintech, SaaS business or similar
- Experience working with customer success or support ticketing systems
- The confidence to create a great Merchant and Customer Experience through your knowledge in customer service/success workflows and procedures
- Ability to work autonomously, and in a team environment
- Demonstrated that you thrive in a start-up, scaleup or tech company in the past

**It's a bonus if you have**:

- Strong knowledge of Hubspot and any other similar tools
- Good comprehensive of sustainability concepts, for both consumers and businesses
- Ability to work on a hybrid work model, predominantly based in our head office in Sydney
- Experience writing technical documentation

**What you'll get from us**:

- ** Flexible hours and hybrid working — work from home** **and our incredible offices in Sydney
- The opportunity to work within a bustling start-up hub and be surrounded by top innovators/entrepreneurs daily
- Fully-paid Wellbeing Days (on top of your holiday allowance)
- 1% of your time taken to support an environmental cause of your choice
- Competitive salary and meaningful equity in the company

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