Senior Customer Support Specialist

Clipboard is looking for a Senior Customer Support Specialist to join our growing Customer team in Sydney

About the Company

Clipboard is an Australian headquartered software business transforming the way that schools and other organisations deliver extracurricular programs. We drive student engagement and quality of education by supporting music, sports, clubs and everything else that happens outside of the classroom.

Clipboard plays a critical role for these organisations in ensuring they deliver quality programs in a safe and organised environment. Hundreds of schools - and hundreds of thousands of students, parents and staff - rely on Clipboard daily across Australia, New Zealand and beyond.

We build innovative and streamlined software to help schools and other organisations win back time, save money, meet duty of care requirements, communicate better and ultimately focus on those who matter the most: their students.

We're a fast-paced, venture-backed startup, and an alumni of the Startmate accelerator program. Read more about us here: https://clipboard.app/about-us

Position Overview

We're looking for an experienced Senior Customer Support Specialist to elevate our customer support function and mentor our growing support team. In this role, you'll be responsible for handling our most complex customer inquiries while providing guidance and expertise to other support team members. You are an intuitive problem solver, you’re comfortable switching gears quickly and passionate about helping people. You enjoy collaborating with both internal and external product stakeholders to arrive at clever solutions to problems. You empathise with others and take pride in delivering great support.

You'll serve as the escalation point for technical integration issues, advanced product configuration questions, and challenging customer situations. Beyond resolving complex cases, you'll play a key role in identifying process improvements, developing team capabilities, and ensuring we maintain our industry-leading support standards.

This position offers an excellent opportunity to make a significant impact on both customer experience and team development, with potential for growth into formal leadership responsibilities. You'll work closely with Product, Engineering, and Customer Success teams to drive continuous improvement across our support operations.

Key Responsibilities

- Handle complex and escalated customer support cases, including technical integrations, advanced product configurations, and challenging customer situations.
- Collaborate closely with Product, Engineering, and Customer Success teams to resolve technical issues and improve product functionality.
- Identify and implement process improvements to enhance support efficiency and customer satisfaction.
- Develop and maintain support documentation, knowledge base articles, training material, and other resources to support customer education and team training.
- Conduct phone support and video calls with customers for complex technical issues.
- Monitor support metrics and contribute to achieving team KPIs and customer satisfaction goals.
- Mentor and provide guidance to support team members, sharing expertise and best practices
- Participate in customer feedback analysis and contribute insights to product development.
- You have initiative, drive and self-motivation

Skills and Experience

- 4+ years of customer support experience, preferably in a SaaS environment
- You are exceptionally organised. You can manage and prioritise several different tasks.
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly
- Outstanding problem-solving expertise with the ability to think critically and creatively about customer challenges
- Strong technical background with experience in system integrations and API troubleshooting
- Business optimisation mindset with proven ability to identify and implement process improvements
- Continuous improvement mindset with focus on enhancing team performance and customer outcomes
- Experience with Intercom, CRMs (HubSpot), and Jira
- Comfortable with a combination of chat support, phone support and video conferencing tools for customer interactions
- Experience creating training materials and documentation using tools like Loom
- Strong mentoring and coaching abilities with a passion for developing others
- Startup and EdTech industry experience is highly regarded, with an understanding of school operations and educational technology needs

Why Clipboard

- Impact - Your work will have a profound impact on the business. We empower our employees to each make a big difference. Our team loves the positive impact their daily work has on our customers.
- Career progression - Embark on a journey of continuous learning and career progression in a startup environment known for its rapid pace of development. You'll have the unique opportunity to immerse yourself in various domains. There is plenty of room to grow at Clipboard.
- Team culture - Be part of a vibrant and supportive team culture where your success is paramount. At Clipboard we pride ourselves on creating an environment that fosters collaboration, innovation and personal growth.
- Flexibility - Our hybrid working model means you can work 3 to 5 days per week from the office.
- Activities - Regular team-building activities and lunches. Recently we've gone ten-pin bowling, lawn bowling, done an Amazing Race, escape rooms, laser tag and more.
- More perks - Like birthday leave, wellness days, competitive parental leave policy, free coffee, snacks, learning & development budget, wellness room & lunchtime fitness classes, fantastic office amenities and more.

Clipboard supports an inclusive workplace and welcomes applicants from diverse backgrounds.

NOTE TO EMPLOYMENT AGENCIES: All resumes submitted by employment agencies directly to any Clipboard employee or hiring manager in any form without a signed Clipboard Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

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