The Customer Success Support Representative plays a key role in ensuring RMS customers achieve success with our SaaS product, providing responsive support, proactive solutions and a seamless client experience. This role builds strong relationships with customers, offering tailored guidance and troubleshooting issues to help them meet their business goals and get more value from the product. This requires strong communication skills, empathy and patience, simplifying complex topics for customers with different needs and technical skill levels. The role also serves as a key connector between customers, the Customer Success team, technical teams and Product Development, keeping product knowledge current and customer feedback flowing into product development. Job requirements
• Proven experience in a customer-facing role, such as customer support or customer success, with a track record of achieving KPIs such as first-response times, CSAT scores and product adoption rates.
• Exceptional written and verbal communication skills, able to simplify complex topics and adapt your style to diverse audiences.
• Strong problem-solving skills, with the ability to troubleshoot and resolve customer issues with a customer-focused approach.
• A team-oriented mindset, comfortable working across product development, sales and technical support teams.
• Ability to build trust and long-term relationships with customers, focusing on their success and satisfaction.
• Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
• Hospitality or PMS experience preferred. Job responsibilities
• Respond promptly to customer inquiries, providing effective solutions, troubleshooting issues and ensuring timely resolution of concerns.




• Identify and escalate more complex issues to senior members of the Customer Success or technical teams for efficient problem resolution.
• Offer ongoing training and guidance on product features, updates and best practices to help customers maximise the value of the platform.
• Contribute to product adoption and help customers meet their business goals.
• Gather customer feedback and share it with the Product Development team to support continuous improvement and innovation.
• Collaborate with internal teams to share knowledge and develop strategies that improve customer outcomes.
• Maintain detailed records of customer interactions, including inquiries, resolutions and opportunities for future engagement.
• Share knowledge and insights with the team to foster collective growth and improve customer outcomes.
• Stay informed on the latest product updates, industry trends and customer success best practices, and keep developing your skills and product understanding. Job benefits Why RMS? Growth and Progression You will have the chance to expand your scope, develop new skills, and progress your career as the business scales. Ownership and Autonomy You are trusted to own your work and make decisions. We value accountability, initiative, and people who take pride in delivering outcomes. Work That Matters Your work will have visible impact. You will contribute to meaningful initiatives that shape how our platform evolves and how customers succeed. Exposure to AI and Modern Ways of Working We actively invest in AI-enabled capabilities and smarter ways of working, giving you the opportunity to learn, adapt, and build skills that matter for the future. Flexible, Hybrid Working We support flexible ways of working, balancing focus time at home with collaboration and connection when working together in person. Inclusive and Supportive Culture We are collaborative, down-to-earth, and supportive. Diverse perspectives are welcomed, ideas are encouraged, and people are treated with respect

📌 Customer Support Specialist (Melbourne)
🏢 RMS
📍 Melbourne