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 yearWhat 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 needBe 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 itHelp 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 generatingInvestigate 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 youMonitor customer systems in our cloud platform, catching issues early and flagging at-risk accountsCoordinate replacement parts, warranty claims, and exchanges with our Production and Logistics teamsKeep customers updated on progress, corrective actions, and timeframes,



so they always know where things standSpot recurring issues and feed them back so we improve the product and how we support itBuild and improve help guides and self-service content so common issues get resolved fasterWhat you'll bring:A methodical way of working through problems - following the process and narrowing things down rather than guessingSomeone 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 busyComfort with technology: software as much as hardware - as happy working through a dashboard and a set of data as you are with the physical productOwnership: you take a customer's problem as your own and stay with it until it's properly sorted, not just until the ticket closesA calm, honest and constructive manner when someone's frustrated or under pressureThe ability to juggle competing demands without losing responsiveness or attention to detailConfidence picking up new technology and business systems quickly - CRM or ticketing experience a plus, HubSpot an advantageCuriosity about how things work, and the drive to learn a current technical product properlyWhat's on offer:Full training on our technology and systemsA supportive, collaborative team that backs each other to succeedReal variety and genuine ownership of your workSite visits and travel: around 2-4 days per month mostly east coast AustraliaThe opportunity to grow with a scaling customer-facing teamWork that makes a real difference to how industry operates, built here on the Sunshine Coast
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📌 Customer Success Officer (Queensland)
🏢 GreaseBoss
📍 Queensland