Customer Success Specialist

Full-Time Role, remote, Perth timeline

Monday - Friday 9am - 5pm AWST

Timing will adjust depending on daylight savings changes (an hour either side)

**APPLY HERE**:

- css-task.paperform.co

**Job Highlights**:

- Work and learn alongside an innovative team in a fast-growing SaaS company.
- Potential role progression into other teams like Product and Growth.
- Competitive salary ($70K AUD), with benefits (see below).

**Paperform’s Vision and Mission**

Paperform is an Aussie, bootstrapped, SaaS company that launched in late 2016, and now has thousands of customers from across the globe. We’re a small, agile team, and we’re growing fast

Paperform’s mission is to bring business owners back to life by giving people the digital tools and support they need to build set-and-forget solutions. We want to see everyone have more time for the people and things they love.

Our core product is an online form builder like no other; Paperform is your digital Swiss Army Knife that does everything short of open bottles. It combines serious digital smarts with beautiful design to create endless possibilities. Our no-code editor is built from the ground-up for anyone to master, with no techno-geek skills neededunless you _want_ to flex some big nerd muscles, then we’ve got you covered too. You won’t believe all the things you can create. Educate and entertain. Persuade, sell, and solve problems. If you can dream it, you can Paperform it.

Our mission as a Customer Success Team is to be Product experts and educators. Our Customer Success Team doesn’t just provide answers, they find the best solution for each user or lead's use-case and show them how they can implement it. Get ready to hear lots of praise for your nerd skills from everyday people looking to implement functionality and flows.

**The role**

We are looking for a part-time **Customer Success Specialist** who is based on a **Perth (AWST)** timeline.

During the week, you’ll be supporting our users as first response, troubleshooting technical queries, improving and creating educational resources, and working closely with our Product Team. **Being able to multi-task well is key in this role.**

**Responsibilities**:

- Conducting live chats with users and leads: answering and troubleshooting, nerdy problem-solving, assigning/escalating tickets, and being the face of Paperform.
- Reporting on customer feedback, feature requests, and anything else support related.
- Monitoring and acting on security policies, and reporting on malicious behavior.
- You’ll have a chance to work closely with Tech/product, and potentially work across other products and in enterprise sales.

**Important Skills & Experience**

We are looking for an enthusiastic and quick learner who is ready to jump into customer support and content role. The most important skills for this job are:

- **Tech Skills**:_Sound experience with CSS, HTML and Javascript._
- **Excellent at troubleshooting and resolving complex problems**, especially with Excel-style calculations and conditional logic.
- **Communication**:you’ve got to be able to communicate complex concepts in simple terms, and to quickly build a rapport with customers.
- **Self Starter / Self learner**: take ownership of your role, and drive it to completion with mínimal supervision. We expect you to be reliable.
- **Team Player**:while being self-motivated, illustrate the ability to collaborate with multiple stakeholders and work efficiently in a team.
- **Adaptable to Change**:Possess the ability to adapt quickly to new circumstances and situations.

**You’re a good fit if you...**
- Love tech and pick up new products quickly.
- Can’t sleep if you know there’s a better way of doing something, or a way to solve a problem.
- Try everything in your power to solve an issue before assigning a ticket to someone else.
- Enjoy moving super fast on tasks, and loath death by meetings.
- Take ownership of your work, and can manage projects and work to deadlines.
- Have a high level of spoken English.
- Have strong attention to detail and can spot a typo from a mile away.

**What we offer**:

- $70K AUD per annum salary plus super
- Paid parental leave in addition to government entitlements
- Work from your home. We’re a global team and we’re remote-first. We’ll also provide a monthly stipend to cover off-desk hire in a space of your choice if you prefer not to work from home.
- We want to ensure you have all the equipment needed to do your job well. We’ll provide you with the tech, software, and professional development costs you need.
- We cover all costs of company travel, including our international team retreat (woohoo).
- We give you the opportunity to work alongside everyday folks who need nerdy solutions so they can achieve their goals - our work is meaningful and rewarding.
- We are extremely transparent about how we run Paperform as a SaaS company - we meet a few times a month to go over how the business i