Customer Success Specialist

Commerce7, part of the Fullsteam organization, is a software startup that enables wineries around the world, regardless of size, to succeed by empowering them with the digital tools needed to create customer centric shopping experiences. Wineries use our software to sell through all direct-to-consumer sales channels including ecommerce, point of sale, reservations, and subscriptions. Over the past 6 years we’ve grown to serve over 1700 wineries across 8 different countries ranging in size from mom-and-pop operations to multinational enterprises.

We are searching for a Customer Success Specialist to join our team.This is a Remote, Work from home role in Australia. Compensation: $70,000 AUD + yearly discretionary bonus.

Are you driven to empower others to succeed? Love sharing and guiding people through a great product? Interested in joining a rapidly growing tech company? We’d love to hear from you!

As a Customer Success Specialist, you’ll be empowering and supporting customers with the knowledge and best practices they need to grow their business. You’ll answer questions, solve problems, and help guide our clients by communicating through our ticketing system and occasional screen share calls. You’ll become an expert at using our platform and will be instrumental in the success of our clients. In this hybrid role, you will guide the success of our new Australia and New Zealand clients as they complete the onboarding process as well as support all clients in this region once they have launched on Commerce7.

Primary Responsibilities:In this role you will:

• Working hours Wednesday - Sunday 9am - 5pm AEST.
• Answer support tickets through Hubspot and ensure customer questions and problems are addressed efficiently and effectively.
• Educate our clients on best practices to help them grow their business and be successful.
• Identify, reproduce, and document bugs for the development team to address.
• Facilitate video conference calls when necessary, to discuss and walk through customer setup questions or a complicated customer issue
• Proactively reach out to clients to check in on their onboarding progress, answering questions and providing guidance where needed.
• Work closely with our development team to understand, document, and effectively communicate new features and updates to our customers.
• Liaise with our development team on making continuous improvements to the platform UI, making it simpler for our clients to use.

Primary Qualifications:To be successful in this role, you must:

• Comfortable working remotely, independently, and asynchronously within a global team
• Have excellent written and verbal communication skills so you can clearly explain solutions to customers and issues to the development team.
• Be an independent problem solver. You do not give up when you don’t know the answer immediately and are able to work through problems creatively.
• Be a team player. You understand when it is necessary to loop in senior staff members for assistance and you’re humble enough to ask for help when needed.
• Be technically savvy and constantly stay up to date by learning all the nuances of our platform.
• Have a strong positive attitude and perform well under pressure.
• Be able to handle stubborn or difficult customers including disgruntled customers, those who do not take “no” for an answer, and those who aren’t tech savvy.
• Be an attentive listener and communicate empathically with clients in order to build rapport.
• Have strong organizational and project management skills.

Bonus points if you:

• Have worked in a SaaS business before.
• Have experience in an online customer facing role.
• Have experience as a customer onboarding or implementation specialist
• Have experience working remotely.
• Have technical experience or coding skills.