- Deliver expert support to Builders, Subcontractors and Suppliers
- Resolve complex and high-impact customer enquiries
- Improve the systems, tools and processes supporting the Support function
- Manage and optimise the Lorikeet AI support platform
- Identify opportunities to improve the knowledge base and self-service experience
- Partner with Product, Customer Success and Commercial teams on strategic customer projects
- Deliver specialised customer training
- Support technical implementations such as SSO and API integrations
- Help build a more scalable and efficient Support function
- Identify customer experience trends and improvement opportunities
Requirements
- Proven track record delivering exceptional customer support or customer success in a SaaS environment
- Ability to solve complex problems and simplify technical concepts for customers
- Experience with CRM and support platforms such as Salesforce
- Comfort learning new technologies
- Systems mindset with experience improving processes, tools and ways of working
- Ability to identify trends and opportunities to improve customer experience
- Strong relationship-building and cross-functional collaboration skills
- Commercial awareness of support’s impact on retention and growth
- Motivated,
self-starting and passionate approach
- Ability to champion company values
Core Competencies
Demonstrates expertise in delivering exceptional customer support in a SaaS environment, with a focus on improving processes and tools. Capable of managing technical implementations and optimizing support platforms while fostering robust cross-functional collaboration.
Highest-signal resume keywords
- Customer Support Experience
- SaaS Environment Expertise
- Salesforce Proficiency
- Technical Implementation Skills
- Process Improvement Mindset
ATS Optimization Keywords
Hard Skills
- Customer Support
- Problem Solving
- Technical Concept Simplification
- Process Improvement
- API Integration
- SSO Implementation
- Knowledge Base Management
- Data Trend Analysis
- Self-Service Experience Enhancement
- Customer Training Delivery