Customer Success Coordinator

**Company Description**
At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely - without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Join our Childcare & Education vertical as **Customer Success Coordinator in Melbourne** to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers' experiences.

You will help our customers become successful through the use of our platform, ensuring retention and customer happiness. The Coordinator role provides support to the wider team by assigning tickets, and answering customer enquiries. Some of the other responsibilities include:

- You'll be a proactive member of your team advocating customer needs internally, owning their challenges and working on ways to prevent them from recurring
- You'll be supporting customers across the Office platform
- You'll provide the initial response to tickets and assign incoming tickets to the team depending on the level of complexity and issue
- You'll handle dissatisfied customers in a polite and professional fashion
- You'll maintain broad knowledge of all company products, services, and promotions
- You'll support the implementation of systems improvement initiatives and the introduction and roll-out of new technologies
- You'll monitor the performance of systems and assist with the identification of potential issues

For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.
- You have 1-2 years of previous experience in a customer-facing position
- You're motivated by a fast-paced environment where you will have to constantly adapt - no two days are the same
- You have excellent written and verbal English skills as well as a confident phone manner and active listening skills
- You bring excellent customer services skills, demonstrated daily by working quickly and accurately to resolve customers queries
- You're able to multitask, prioritise, and manage time effectively
- You are a true team players that understands we all have to sometimes roll up our sleeves and pitch in

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.
**Additional Information** What does it mean to work for Xplor?**

Our four core values - Make life simple, Build for people, Move with purpose and Create lasting communities - are key to who we are and guide us from how we hire to how we recognise our team members.

Some of the perks of working with us:

- Unparalleled opportunities to learn and accelerated career development
- A collaborative, team environment with people who truly love what they do
- 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
- Unlimited access to Linkedin Learning, 10% of your time devoted to growing you and your career, and further support to help you grow
- Access to mental health support
- Fully flexible work arrangements

**How to apply?**

**More about us**

We are the first global platform combining SaaS with embedded payments and tools to help businesses grow and succeed. We offer software solutions in fast-growing "everyday life" verticals: Education, Fitness & Wellbeing, Field Services and Personal Services - and a global, cloud-based payment processing platform. With operations in North America, Australasia, Asia, Europe, and the UK, we serve over 106,000 customers that processed over $38 billion in payments across 20 markets in 2024.

**Good to know**

Please note that we do not exclusively rely on artificial intelligence (AI) when making hiring, promotion or any other employment decisions. We don't have a