Customer Success Specialist

About Archa

Archa is redesigning the way that companies use financial systems to grow their business and empower their teams. We're disrupting the outdated corporate credit card model and offering companies an all-in-one corporate card and spend management solution, better designed to help companies and their teams operate efficiently. Our mission is to save businesses time and money while empowering their teams to excel.

Role Description

This is a full-time role for a Customer Success Specialist located in the Greater Melbourne Area. The Customer Success Specialist is a fundamental part of our Customer Success & Operations Team, and a great opportunity for someone early in their career dive in, learn fast, and see what it takes to scale a fintech. You'll be the voice of the customer: delivering exceptional support, managing accounts, improving onboarding, and solving issues quickly. Day-to-day, you'll handle customer enquiries, trouble shoot and resolve problems, and work with teams across the business to make the customer experience even better.

Why Join?

You'll be a part of a hard-working, collaborative, multi-skilled team. We're committed to diversity, inclusion, and an overriding view that the status quo isn't necessarily the way forward. We are fast-moving and resilient, focused on improving the financial operations of our customers. We're comfortable being uncomfortable, and take an ownership mindset to our targets and challenges.

What You'll Do Day-to-day

• You'll help our customers with a wide range of matters, from onboarding, customer success, account management, and general enquiries.
• You'll deliver an exceptional customer experience through digital and phone channels. You'll respond to a multitude of queries while making sure you reflect our company values and always demonstrating a commitment to exceptional service.
• Identify, document, and take ownership of customers' issues and see problems through to resolution, escalating feature requests. You'll be the voice of our customers inside the business, and you'll need to make sure their issues are resolved promptly.
• Continue to build on and improve our operational processes and procedures and be a key stakeholder in the development of technical solutions to improve our efficiency.
• You'll work in a small, close-knit customer support and operations team but be exposed to all areas of the business.

What we're looking for

*We would love for you to apply, regardless of whether you think you tick all the boxes*

• Passionate, conversational candidates who are comfortable building relationships quickly.
• Experience in customer support or service industry roles is preferred.
• You will have a passion for driving exceptional customer experiences and take pride in excelling in your role.
• You will possess the soft skills to engage with customers over both phone and email, asking questions and offering solutions.
• Proven experience working in a task and deadline-driven environment, managing competing priorities, and communicating with other teams clearly and effectively.
• You are tech-savvy. If you have an interest in fintech and tech generally, this is a huge plus.
• The ability to efficiently work across different platforms and systems - being a fast learner is a must.
• You're a resourceful, team player, able to work and prioritise within limited resources when needed, and support others to do the same.
• You're a thinker and doer. We are a startup and run lean, so everyone gets their hands dirty.
• Sometimes the earth moves beneath your feet at Archa, so you've got to be able to wear lots of hats when needed and adapt easily as we continue to grow.

If you're interested in joining our journey, here's what to do now:

• If this sounds exciting and you'd like to have an informal chat, get in touch and tell us why you want to work at Archa.
• You can send your resume and LinkedIn profile to
  
  . Please include a covering paragraph telling us about yourself, why you think you would be a good fit for this role.
• Applications go directly to the team you'll be working with – include any additional information about yourself you'd like to share, including personal projects you're working on.

We look forward to hearing from you :)