Customer Success Assistant

Summary

Join our client, an Australian-based company specializing in workflow and automation software for mortgage brokers, as a Customer Success Assistant. This remote, full-time position based in the Philippines offers a chance to contribute to a unique and impactful project. You will provide behind-the-scenes support to Customer Success Specialists, ensuring new and existing users have a smooth onboarding experience and remain engaged with the software. Your responsibilities will include provisioning new accounts, responding to customer support queries, updating client workflows, conducting account health checks, and managing subscription changes. This role is ideal for individuals with a strong customer service background and experience in the IT or mortgage broking industry.

Requirements

• Minimum of 3 years of experience in Customer Success/IT Chat Support or a similar role required; candidates with experience in the mortgage broking industry are also highly desirable, even if not specifically in a Customer Success role
• Strong customer service or chat support experience in the IT industry will also be considered if there is no mortgage broking experience
• Excellent attention to detail and comfort with spreadsheets and data
• Strong written and verbal communication
• Troubleshooting and problem-solving
• Ability to be proactive
• "Can-Do" attitude
• Excellent English communication skills, both written and verbal

Responsibilities

• Providing mainly behind-the-scenes support for Customer Success Specialists, who are responsible for training new users in the software
• Provisioning new accounts for new subscribers, including setting up the correct environment, issuing passwords and providing access to the learning tools etc
• Providing a rapid response to customer support queries via Intercom help desk, by either a) resolving simple requests immediately b) investigating and solving more complex requests or c) logging a bug report in JIRA for the development team to address
• Updating client workflows and/or performing behind the scenes account customizations to help support users’ implementation of the app
• Conducting account “health checks” to determine who well customers are using the software, so the team can deliver targeted support and solutions
• Actioning subscription changes such as upgrades, downgrades, or cancellations
• Helping to keep the documentation updated as features change and evolve

Preferred Qualifications

• A very high level of comfort using computers, cloud software and ticketing systems such as Intercom or Zendesk is advantageous
• Proficiency in the use of other ticketing systems will also be considered
• Experience with technical support or training is useful but not essential
• Experience with loan processing or finance is useful but not essential

Benefits

Work from home