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 workplace, with a focus on improving processes and tools.
Capable of managing technical implementations and optimizing support platforms while fostering strong 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
Soft Skills
Relationship Building
Cross-Functional Collaboration
Motivated Self-Starter
Passionate Approach
Commercial Awareness
Industry Keywords
Customer Success
Support Function
Customer Experience
Retention
Growth
Tools & Technologies
Lorikeet AI Support Platform
CRM Platforms
Salesforce
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📌 Customer Experience Specialist (Richmond)
🏢 Jobtailor
📍 Richmond