== Streamtime ==
Role Seniority - junior
More about the Customer Success Consultant (Contract) role at Streamtime
10-month fixed-term contract
- Full-time
- Remote, anywhere in Australia
- Starting October 2026
As a Customer Success Consultant at Streamtime, you'll be the first person our customers hear from when they need help — and often the reason they stick around. You'll work with creative teams to understand what they're actually trying to do, solve the thing in front of them, and help them get more out of the platform than they came looking for.
This role sits at the front door. Most days that means our support inbox: reading between the lines of a question, working out what someone really needs, and getting them a clear answer quickly. You'll also run quick chats and help sessions with customers directly — short, practical conversations that get someone unstuck or show them a better way to do something.
The other half of the job is being the person the wider CS team can lean on. Our consultants are running onboarding, adoption and retention work across two hemispheres, and they move faster when someone's helping with the day-to-day around it — pulling together what's needed for a customer session, following up after a call, keeping our help content current, and picking up whatever's in the way that week. It's varied by design, and it's the fastest way we know to learn how customer success actually works.
We're covering a parental leave, so this is a 10-month contract.
You don't need to know everything on day one — but if you're a natural problem-solver with a genuine interest in people, we'd love to hear from you.
BUSINESS OBJECTIVES
This Role Contributes To The Following Company Goals
- Improve the health and usage of Streamtime
- Communicate to and engage the creative industry in education around productive wellbeing
- Create a business to be proud of — inside and out
Be the reliable front door: Own our support inbox day to day. Answer clearly and warmly, solve what you can, and get the rest to the right person fast. Customers should feel like someone actually read what they wrote.
Make support better, not just faster: We use Fin, Intercom's AI assistant, to handle common questions — and it's only as good as what we teach it. You'll watch what it gets right, catch what it gets wrong, and keep our help articles current. Done well, this is how the queue gets shorter instead of longer.
Help customers succeed and stay: Support our customer health reviews in Vitally — spotting accounts that have gone quiet or look like they're struggling, and flagging them early enough to do something about it.
Grow into customer conversations: Once you've got your feet under you, you'll run short calls with customers directly — quick chats, walkthroughs, and help sessions.
Contribute to education and self-learning: Work with the Education & Health team on the proactive side: help content, webinars, and guides that make it easier for customers to learn at their own pace.
DAY-TO-DAY TASKS & ACTIVITIES
- Respond to customer queries via Intercom, offering clear, timely support tailored to their goals and ways of working
- Monitor and improve our Fin AI setup — reviewing what it answered, correcting what it got wrong, and feeding that back into the knowledge base
- Support our risk and health reviews in Vitally — triage, follow-ups, and flagging accounts that need a specialist
- Run short customer calls and help sessions
- Gather customer insights and share them with the team to improve product decisions and support strategy
- Support key company goals each quarter by contributing to our bets and sharing progress with the team
- Help the Education & Health team with proactive education work — content, webinars, customer stories
- Stay connected and communicative with your teammates via Slack and async updates
- Join in on Soultime — our team rituals that are inclusive, engaging, and help us recharge
- Help uphold Streamtime's social and environmental commitments as a proud B Corp
- Lend a hand across the team when needed — we're all in this together
- Enjoy helping others and solving problems in creative, thoughtful ways
- Are comfortable saying "I don't know yet — let me find out", and then actually finding out
- Are curious about how people work and how technology can support them
- Are very comfortable with technology and willing to learn new tools. We're regular users of Slack, Zoom, Intercom, Vitally and Notion, among others
- Are open to learning — especially if you haven't used Streamtime before
INCLUSION MATTERS
At Streamtime, we're committed to building a team where everyone belongs. We value diversity of experience, background, and perspective — and we know that great ideas come from everywhere. If you need adjustments during the recruitment process, just let us know.
Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Streamtime team will be there to support your growth.
🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢
Key Responsibilities
- 📬 Managing support inbox
- 🤖 Improving AI support
- 📞 Conducting customer calls
- 🧩 Problem-solving
- 💬 Communication
- 💻 Technology proficiency
- 🤝 Customer relationship management
- ✍️ Content creation
- 🤗 Team collaboration
A Final Note: This is a role with Streamtime not with Hatch.
