Customer Success Specialist

**Company Description**:
At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.

We believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do.

Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 250 people who are always looking to deliver better outcomes for Australian businesses

A **Customer Success Specialist** (Trade) here at Shift is responsible for ensuring an optimal Customer Experiences across our Trade product.

This role helps ensure the consistent completion of customer focused work to a high standard and considerately prioritises workload while acting as a role model when supporting a range of day-to-day requests and enquiries from customers. Their sound communication skills and product knowledge ensure they deliver consistently satisfying experiences that fill our customers with the confidence that they are speaking to a professional that knows what they are talking about and cares about their individual and business needs.

This role influences prioritising customer growth outcomes and acts as a point of escalation for customer and team support.

A Customer Success Specialist (Trade) uses their sound judgement to decision Trade customer credit limits, while acting as a point of consultation on the development, reviewing and improving decision making criteria.

**Experience required**

**Required**
- Proven customer support/success experience at a senior level
- Proven team support experience, including the delivery of peer-level guidance, support and or training
- Previous exposure to administrative tasks in a customer environment
- Experience in a customer-centric call centre environment and call coaching

**Ideal**
- Experience working with Trade credit products
- Experience working in fintech start up and/or financial services environments
- Experience using Salesforce
- Proficient with MS Office

**Qualifications**:
A business degree qualification is beneficial but not essential

**Behavioral Competencies**

Demonstrated proficient:

- Manage Self: Display a high level of self-motivation to complete work tasks effectively, as directed and self-determined, showing a commitment to ongoing learning and progression.
- Commit to customer: Provide customer-centric service and support, partnering effectively and respectfully with customers and team to keep customers informed and ensuring their needs are met to their satisfaction.
- Delivers Results: Achieve results through efficient use of resources and a commitment to quality outcomes.
- Collaborative team player: Build and maintain effective relationships with a variety of stakeholders whilst working collaboratively with others and valuing their contribution.
- Think and Solve Problems: Able to ‘think on your feet and be curious to effectively progress difficult/challenging discussions, inspire confidence, and inspire optimal outcomes.
- Resilience and Agility: Able to effectively prioritise workload productively and energetically to progress many matters in a busy and demanding organisational setting.

**Additional Information**:
At Shift, we’re proud of our rich diversity and culture of inclusion. We have an amazing culture geared towards helping you make the most of your career. We love our fast-paced, energetic environment where no two days are alike. Our values firmly guide the exciting work we do, solving problems and always looking to deliver better outcomes. At Shift you won’t find politics or egos: just one team, with shared successes and shared learnings.

Shift offers competitive remuneration and the opportunity to make your mark in a fast-paced, energetic environment. Centrally located in North Sydney CBD, we’re close to transport, restaurants, cafes and shops. You’ll enjoy free breakfasts and healthy snacks, and a friendly social atmosphere. There are also plenty of staff-led social events, Leadership series, Lunch & Learns and other initiatives for you to participate and grow. And best of all, on your birthday, you get the day off