Customer Support Executive Remote
Job description
Service Delivery and Customer Success Officer – Award Winning and rapid growth Australian Fintech
The Role
As a Customer Support Executive at Till, you will plan and manage the delivery of support services that drive outcomes aligned to customer’s payments and business goals. You will work with both senior and operational customer stakeholders to drive a range of outcomes across strategy, design deployment, operations and end user adoption. You will be accountable for driving customer satisfaction through the effective management of multiple tools and programmes of support whilst contributing to Till’s Services revenue growth & profitability.
As a successful and proven Customer Support Executive in your previous role, you truly understand the whole customer journey (from On-boarding, Training, Usage, Renewals/Churn and ongoing Account Management & Product support) as well as developing customer relationships that promote retention and loyalty.
Your role will be working closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
The goal of customer success is to make the customer’s experience as successful as possible, which in turn, improves customer lifetime value for the company.
Furthermore, the Customer Success Director will additionally be responsible for:
§ Participating a small, high-performing global Customer Success team
§ Optimising customer lifecycle - from initial onboarding & guiding them through the customer success journey
§ Driving Customer Success outcomes - Increase renewal rates and reduce churn
§ Measuring the effectiveness of Customer Success via tracking metrics.
Who You Are?
To be successful in this role, you must have the following criteria:
At least 3 years Customer Success experience
Ideally from Payments, Transit or Hotel sectors but OPEN to any Financial, Software (SaaS), IT / Tech or Professional Services background
· Excellent communication skills and can build rapport quickly
· The ability to influence and engage at a strategic and empathetic level
· The resilience to and understanding of Analytic Rigour
· Sense and sensibility to help drive culture change across teams
· No fear of change and ambiguity
· A well-rounded high volume transaction experience OR SaaS / Software Engineering / Product Driven experience
· Proven experience taking a team and driving ROI across - User - Retention - Business Outcomes
· Experience working in a product led environment - features with risk and ambiguity
· Quick and interactive decision making processes
· Understanding that Engineering Managers run tech outcomes - Product Managers Drive Customer Outcomes.
· Feeling comfortable surrounded by Passionate Smart technical people.
What’s in it for you?
· Collaborative environment
· Opportunity to innovate, challenge the norm and pioneer the way forward
· Variety of work where no two days are the same
· Exposure to global operations and networks
· Make a difference as part of Australian award winning and rapid growth Fintech.
· Huge career progression opportunities
Preferences
Payments and Fintech experience
Job Type: Part-time
Part-time hours: 16 per week
Salary: £12.00-£15.00 per hour
Benefits:
- Work from home
Work Location: Remote
Reference ID: Customer Support Executive
