Customer Success Associate

**About the Job**

We are seeking a Customer Success Associate who will play a key role in supporting our Customer Success Managers (CSMs) and delivering exceptional service to our clients. In this role, you will assist CSMs with their daily workflows, ensuring they can provide an enhanced experience to our customers. This position offers direct exposure to Customer Success management, cross-functional collaboration, and valuable career development opportunities in a fast-growing tech environment. You will report to our Senior Director of Customer Success.

**What You’ll Do：**
- Customer Support: Assist CSMs with day-to-day client interactions, including account creation, product adoption, renewal processes, manage documents to ensure the accuracy of client information and resolving issues to maintain high satisfaction levels.
- Client Enquiries: Respond to client questions and escalate more complex issues to CSMs or technical teams as needed.
- Reporting Assistance: Prepare and review customer reports, including usage metrics and feedback summaries.
- Administrative Tasks: Provide administrative support for the Customer Success team, such as scheduling QBRs, updating CRM systems, and maintaining accurate client records.
- Collaboration: Work closely with Sales, Product, and Support teams to ensure a smooth customer journey and share customer insights to drive continuous improvement.
- Professional Image: Represent Inline Apps with professionalism, acting as a trusted partner to our clients.

**What You’ll Bring：**
- Experience: 1+ year experience in customer support roles in SaaS and/or start-up companies.
- Proficiency in English is required; proficiency in Mandarin is a plus.
- Customer Success Focus: Passion for helping clients succeed with a proactive and solution-oriented mindset.
- Tech Savvy: Experience using tools like Microsoft Office (especially Excel)/Google suite, CRM systems.
- Interest in the food and beverage industry is a plus.
- Strong attention to detail and communication skills.
- Team player with a positive attitude, able to thrive in a fast-paced environment.

**About inline**

inline is a fast-growing software startup focused on maximizing restaurant efficiency managing tables and reservations. Our innovative solutions are trusted by thousands of restaurants including leading chain brands, Michelin-starred restaurants, shopping malls, and busy brick-and-mortar restaurants. We also partner with food-tech platforms, social apps, and various media services to grow the exposure and business for inline restaurant customers. Our team is launching and exploring more global opportunities in key cities, including Tokyo, Osaka, Hong Kong, Taiwan, Kuala Lumpur, Vancouver, Melbourne, Sydney, and the cities in the US. For people with solid professional skills and talent, who are highly motivated to expand their careers and learn in a fast, flexible environment, we have several opportunities to build the business with our team and write the legend with inline for the next thousand partners at a rapid pace.

**Why inline?**
- Comprehensive benefits package
- Be part of a rapidly scaling company with a global footprint.
- Work with a passionate, innovative team that values collaboration and customer success.
- Shape the future of restaurant technology and contribute to the success of thousands of restaurants worldwide.

Pay: $60,000.00 - $65,000.00 per year

Schedule:

- Monday to Friday

Supplementary Pay:

- Commission

Ability to commute/relocate:

- Melbourne, VIC 3000: Reliably commute or willing to relocate with an employer-provided relocation package (required)

**Experience**:

- Customer Support roles in SaaS and/or Start-Up: 1 year (required)

**Language**:

- Proficiency in English (proficiency in Mandarin is a plus) (required)

Work Authorisation:

- 澳大利亚 (required)

Work Location: In person