Customer Support Officer

Company Description

Smiling Mind is Australia's leading digital-led prevention focused not-for-profit organisation reaching more than 7 million people through its renowned mindfulness app as well as more than 220,000 teachers and more than 6m Australian children and young people through our schools’ program and app-based programs - but this is just the beginning.

By 2030 we aspire to be the leading, digital-led, prevention focussed mental health organisation in Australia. We will be seen as a key system influencer positively impacting the lives of all people who use our programs, particularly children and young people, across the world.

Smiling Mind is embarking on a significant evolution and growth strategy, with impact our primary focus - we aim to create generational change in mental health across the country - and to achieve this we believe that we need to invest in supporting Australian children to take a more positive and proactive approach to their own mental health. In order to achieve this we need to ensure Smiling Mind has the systems and structures internally to underpin our success and we’re seeking an experienced business manager who can support this.

**Job Description**:
**PURPOSE OF THE ROLE**

As a key member of our program delivery team, this role is critical in supporting the effective implementation and delivery of Smiling Mind’s education and workplace programs. We are looking for a dedicated, empathetic team member that is passionate about mental health and wellbeing and bringing about generational change in Australia’s mental health.

To be successful in this role you will need to have impeccable customer service and administrative skills. We are looking for a proactive, high-energy individual who has a strong passion for delivering a great customer experience and wants to work in a fast-paced work environment.

As part of a strong and supportive team you will be tasked with delivering an exceptional level of customer support and service.

**RESPONSIBILITIES OF THE ROLE**
- Ensure CRM records (Hubspot) are kept up to date and accurate,
- Create and update communication workflows and automations where required
- Investigate and document support tickets for escalation to other areas of the organisation as required, and work collaboratively with teams to achieve positive outcomes
- Respond to questions in a timely, professional and caring manner
- Provide exceptional customer service by demonstrating care and empathy
- Analyse trends in customer issues and suggest improvement ideas and plans
- Build and maintain key company relationships both internally and externally

**Qualifications**:
**WE’RE LOOKING FOR PEOPLE WHO**:

- are natural problem solvers, who can collaborate and create efficient and effective processes to support Smiling Mind to excel at program delivery and user experience.
- have strong analytical mind and critical thinking, with an emphasis on designing and delivering effective solutions.
- have the ability to analyse and interpret data effectively to inform decisions and effective solutions.
- are able to forge strong relationships with internal and external stakeholders, to positively influence outcomes and results for our users.
- have an inquisitive nature, with a high degree of curiosity. You love to collaborate and share your knowledge with the wider team.
- have solid communication skills (written and verbal), with positive attitude to problem solving and ability to work within teams to find solutions.
- demonstrate strong initiative and are self-starter, able to analyse the current landscape and draw on internal expertise to produce suitable solutions that meet the needs of our users and that achieve impact.

**SKILLS & EXPERIENCE**
- 2+ years of customer service experience
- Ability to analyse and interpret data to inform decisions and create effective solutions.
- High volume service desk experience[1]
- Experience establishing and managing automated communication workflows and customer journeys
- Have a demonstrated initiative and willingness to learn
- Excellent interpersonal and communication skills
- Strong computer skills and experience
- Display a continuous improvement mindset.

Additional Information
**THE VALUES WE LIVE BY AT SMILING MIND**
- Human_

Life is complicated enough. We’re real. With each other and everyone around us, choosing to turn the complex into the simple. We are approachable, fun, and connected. We celebrate our success, learn from near wins, and relish in the impact we are making in the world.
- Inclusive_

We believe accessibility and inclusiveness is key to empowering a new generation to thrive. We approach everything we do in an open, curious, and non-judgemental way.
- Informed_

We make it our business to know, and everyone in our world benefits from the knowledge we share. Lifelong learners, our curiosity and inquisitive nature inspire a constant zest for knowledge.
- Tenacious_

We encourage and challenge each