We're looking for a Customer Success & Support Specialist (full time or part time) to look after our customers once they're up and running: answering their questions, working through problems with them, and making sure they keep getting real value from their system.

You’ll work day-to-day with our Customer Success Manager, and alongside our Production, Logistics and Engineering teams.

$60,000 - $70,000 per year

What you'll do:

- Work closely with our Customer Success Manager across a variety of areas, and with our Production, Logistics and Engineering teams to get customers what they need
- Be the first point of contact for live customers - by email, on the phone, on video calls, and face to face on site - answering questions on how their system works and how to get the best from it
- Help customers understand their solution as a whole - how the hardware and the software work together, and how to use the software to make sense of the data their hardware is generating
- Investigate and resolve faults and product issues across both the hardware and the software, with remote and on-site troubleshooting, and with our engineering team behind you
- Monitor customer systems in our cloud platform, catching issues early and flagging at-risk accounts
- Coordinate replacement parts, warranty claims, and exchanges with our Production and Logistics teams
- Keep customers updated on progress, corrective actions, and timeframes, so they always know where things stand
- Spot recurring issues and feed them back so we improve the product and how we support it




- Build and improve help guides and self-service content so common issues get resolved faster

What you'll bring:

- A methodical way of working through problems - following the process and narrowing things down rather than guessing
- Someone who works well with a team around them: sharing what you learn, picking something up for a colleague, asking for help when needed and staying constructive to work with when things are busy
- Comfort with technology: software as much as hardware - as happy working through a dashboard and a set of data as you are with the physical product
- Ownership: you take a customer’s problem as your own and stay with it until it’s properly sorted, not just until the ticket closes
- A calm, honest and constructive manner when someone’s frustrated or under pressure
- The ability to juggle competing demands without losing responsiveness or attention to detail
- Confidence picking up new technology and business systems quickly - CRM or ticketing experience a plus, HubSpot an advantage
- Curiosity about how things work, and the drive to learn a new technical product properly

What's on offer:

- Full training on our technology and systems
- A supportive, team-oriented team that backs each other to succeed
- Real variety and genuine ownership of your work
- Site visits and travel: around 2-4 days per month mostly east coast Australia
- The opportunity to grow with a scaling customer-facing team
- Work that makes a real difference to how industry operates, built here on the Sunshine Coast

Submit your applications here: https://au.seek.com/job/94105797?ref=cm-ui

📌 Customer Success Officer (Sunshine Coast)
🏢 GreaseBoss
📍 Sunshine Coast