Customer Experience Specialist - Sydney, Australia - ActiveCampaign

Description

Do you enjoy working with clients and simplifying complex solutions? Do you love the challenge of solving a difficult problem and developing alternate solutions? Have you worked in a startup environment and enjoyed the open yet hard-working culture? Are you a tech geek and/or marketing novice? If you said yes to any or all of these, you could be a fit for our Customer Experience team


What your day could consist of:

• Develop a deep and technical understanding of the platform and customer use cases to be able to successfully advise customers on how to accelerate their business and achieve their goals using ActiveCampaign
• Own the resolution of customers issues from initial contact to completion by monitoring and responding to userreported issues as well as infrastructure alerts promptly and professionally. This may include troubleshooting, issue replication and cross functional team collaboration
• Formulate alternative or unique solutions based on best practices for technical scenarios to help clients achieve their goals and help them to utilize our platform
• Proactively identify improvements to the product, isolate and reproduce bugs and otherwise determine highimpact and creative opportunities to enhance the customer experience.
• Maintain quality in a high velocity environment by keeping composed to best help users in potentially tense and difficult situations
• Identify opportunities for potential growth of customer's services based on their need and collaborate with the appropriate teams to continue the conversation
• Partner with development teams to drive stability and operational excellence, produce knowledge base articles, and foster a customercentric culture of efficiency
• Compose thoughtful, personalized responses for a variety of customer requests
• Most importantly, build upon ActiveCampaign's goal of creating the best customer experience in the industry as we look for our own platform to improve the customer experience of over one million growing businesses

What is needed:

• Have strong analytical, organizational, written and verbal communication skills
• A solutions oriented mindset with the ability to create memorable customer experiences and explain technical problems succinctly and clearly
• A natural problem solver, who can think under pressure and flourishes in a fastpaced environment
• A passion for customer support and about the role it plays in making a customercentric team successful
• An entrepreneurial spirit and attitude
• A selfmotivated, curious learner and proactive team player mindset with innovative ideas to inspire customer adoption.
• Excellent communication and conflict resolution skills & the ability to relate to others under pressure
• Prior experience in software/technical support is a plus

About ActiveCampaign:

As one of the fastest-growing SaaS companies, we are scaling rapidly to keep up with market demand.

We are growing all of our teams and looking for people who share our values, deliver innovation frequently, and join us in our mission to grow our customer base from 185,000 today to millions.

Perks and benefits:

• ActiveCampaign is an employeefirst culture. We take care of our employees at work and outside of work. You can see more of the details here, but some of our most popular benefits include our fully funded Gold cover private health care, access to the Calm app for mediation, open paid time off policy, a generous quarterly allowance to outfit your remote office, hybrid working options, paid parental leave and a focus on career growth including access to personal development budget and professional coaching AND swag for days

ActiveCampaign is an equal opportunity employer.

We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.

Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.

Our core values:

• Start with trust
• Make the customer a hero
• Cultivate inclusion & diversity
• Iterate everything, always
• Create WOW
• Pursue growth with gratitude