L2 Customer Success Officer

Summary

Join Envato as a Level 2 Customer Success Officer and provide high-value customer experiences to users of Envato's platforms. This 12-month fixed-term contract involves responding to inquiries through various channels, troubleshooting issues, and presenting solutions. You will contribute to team productivity goals, participate in new product testing, and identify emerging issues. The role requires strong communication and problem-solving skills, along with experience in customer service and help desk ticketing systems. This remote position offers flexibility, a MacBook Pro or HP, a home office setup contribution, paid parental leave, and professional development opportunities.

Requirements

• Fluent English communication skills, both written and verbal
• Highly regarded interpersonal and communication skills
• Reliable and able to work independently without direct supervision and under pressure
• Excellent decision-making skills with an emphasis on striking the balance between customer and Envato needs
• Ability to adapt to changing technologies and tools
• Ability to cope with repetitive or continuous support queries
• Conflict resolution skills and a mature and positive attitude towards difficult situations
• A sincere desire to help people and to solve their problems
• Be available to work on weekends
• Minimum of 2 years experience in a support or customer service role, or demonstrated customer service skills
• Experience using help desk ticketing systems such as Zendesk, Intercom, Freshdesk, etc
• A basic familiarity with Adobe Creative Suite products and Microsoft Office products, such as Excel and Word
• Experience with and/or demonstrated enthusiasm for the Internet and technology (including web design)
• A familiarity with the Envato network and community

Responsibilities

• Use Envato support channels to respond to customer matters as required and directed by Customer Success leadership
• Use product and systems knowledge and customer service skills to troubleshoot and resolve enquiries and achieve outcomes in line with Envato values and business goals
• Take action to solve problems and respond to high priority situations in a timely manner when needed
• Compose positive, personal and customer centric responses for all Envato customers across our brands
• Contribute to achieving the productivity and quality goals of the Customer Success Team
• Participate in ‘test’ or pilot workflows for new products and new businesses where SOPs and documentation may not exist or be complete
• Triage enquiries with a lense to identify trends or emerging issues and escalate to management where appropriate
• Cover support tickets for other teams where volumes or staff numbers require it, as instructed
• Perform other related duties as assigned
• Accurately track hours and tasks daily
• Remain up to date with business changes that affect your role
• Actively participate in continuous improvement; taking on board feedback and making adjustments to achieve desired outcomes
• Lead by example promoting the Envato values to a global audience
• Contribute to the ongoing learning and success of your team through training, upskilling and sharing of knowledge
• Maintain an organised work environment to encourage efficiency and productivity
• Assist with documentation or notation of tasks you perform, as appropriate
• Assist with process improvement and updates to our public-facing help center, as appropriate
• Make positive contributions to the team and internal community by participating in internal discussions and meetings, especially where feedback is requested
• Due to the global setup of the Customer Success team, there will be requirements to attend ad hoc meetings outside of standard business hours

Benefits

• We are a remote business with full flexibility for you to manage work and life as you need - outcomes are what’s important to us
• We provide MacBook Pros or HP’s for you to do your best work, as well as all your initial and ongoing tech setup to suit your individual needs
• It’s important you love your home office so we will provide a contribution towards your set up and a monthly allowance to support work from home costs
• Want to expand your family? We will support you! We offer 20 weeks paid primary carer leave (with super paid on top for the first 12 months); and 6 weeks paid secondary carers leave
• Connection is so important in a remote business. That’s why we provide you with an annual allowance to meet up with colleagues and share some food and a laugh
• Continuous improvement is encouraged and we provide an annual budget for you to put towards your learning
• We know our product is awesome so we will provide you with a free Envato Elements subscription for your side gigs and/or personal use
• Your wellbeing is paramount and we provide access to a holistic assistance program that provides support in many areas of life and health