Summary: We’re looking for a proactive and personable Customer Success Specialist to join our growing team. You’ll play a key role in supporting customers throughout their journey — from onboarding and training to ongoing support and relationship management. Your strong communication skills, understanding of web-based applications, and knowledge of basic AP/Procurement processes will be crucial in helping our customers succeed. Responsibilities: Guide customers through the onboarding process, ensuring smooth setup and adoption. Deliver training sessions and product walkthroughs for new and existing users. Serve as the primary point of contact for customers, ensuring a positive and productive experience. Respond to inquiries via phone, email, and chat with professionalism and clarity. Complete enhanced verification of company details and bank account details for the customers’ payees Identify customer needs and work with internal teams to provide timely solutions. Track, manage, and resolve customer issues efficiently. Assist in creating user guides, FAQs, and other support documentation. Collect customer feedback and advocate for customer needs internally. Required Skills & Qualifications: Excellent verbal and written communication skills, with strong phone manners. Proven experience in a customer-facing role, preferably in SaaS or tech. Confidence delivering training and guiding users through software platforms. Familiarity with web-based applications and ticketing systems. Basic understanding of accounts payable or procurement workflows. Strong organizational and problem-solving skills. Ability to work both independently and collaboratively. A degree or diploma in Business, Communications, or a related field (University or TAFE). Nice to Have Experience with customer success tools like Zendesk, Salesforce, or HubSpot. Exposure to ERP or procurement software. Understanding of customer lifecycle metrics (e.g., NPS, churn, onboarding rates). Why Join Us? Collaborative, supportive team environment Opportunities for growth and development Flexible working arrangements Meaningful work helping customers achieve success
