In a nutshell

Who we are

Why we need you

How we work

• We’re a dedicated, growing team who are passionate about delivering value to our customers. 
• We work hard and want to make an impact in the world, and recognise that comes with challenges that we deal with collaboratively and respectfully. 
• We are a close-knit team with a culture built on trust, humility, curiosity and humour. We don’t take ourselves too seriously, but we are generous, empathetic and considerate.
• We support each other and understand that individual success is dependent on the success of everyone else, so we invest in our personal and professional growth and consider learning, reflection, and up-skilling central to our jobs. 
• We’re driven by Agile and Lean principles, working with Scrum and shipping value iteratively. 
• We’re passionate about regularly adjusting and learning from feedback – both in terms of our customer value and our internal ways of working.

Who you are

• You thrive on problem-solving and love finding creative solutions to complex challenges.
• You can communicate confidently in English and have excellent writing skills. You’re able to clearly and concisely relay solutions to customers that might be technical and complex, all with a personal, human touch.
• You’re customer-obsessed, able to put yourself in the customer’s shoes (or panelist’s) and consider the impact of the decisions we make on them. You’re happy to speak up and let the rest of the team know if something isn’t working for our customers.
• You’re self-motivated and can work autonomously, prioritising your work effectively and taking ownership over each interaction to ensure the best outcome for the customer.
• On the flip side, you can also work collaboratively in a remote team, sharing work-in-progress when participating in projects and exchanging insights from your interactions with customers.
• You’re technically savvy. Ideally, you have experience using a CRM, help desk, or messaging platform in a customer support capacity—if not, you pick up new software with ease.
• You’re comfortable working in a growing company where some things are still in flux. 

Picture yourself in the role

• Educated a new customer on UsabilityHub’s functionality and offered best practices to help them get started building their first test, based on your understanding of their research needs.
• Investigated a technical issue encountered by a customer, going through the same steps to try to replicate the issue and ultimately raising a bug with our development team.
• Proactively reached out to a customer who responded to our NPS survey with a feature request, honing in on their use case for that feature and passing those insights on to the product team.
• Helped a panelist who hasn’t received a test in a while, investigating why their tester rating has dropped and offering advice on how to improve it.
• Placed an order with our partner panel to collect responses from people in the particular demographics a customer needs. 
• Created internal and customer-facing (help centre) documentation for a new feature release.
• Reported on the team’s key metrics in the fortnightly team meeting, highlighting trends and sharing insights on what drove conversation volume and KPI performance.
• Met with your Support teammates to discuss recent observations and brainstorm ways to hone our policies based on interactions you’ve had with customers since the last team meeting.
• Met with Jamie (our Customer Support Manager) to raise any challenges you’ve faced since your last 1-to-1 and exchange feedback to aid in your development as well as to improve the customer experience and our ways of working.

Location

Salary

Perks and benefits

• Flexible work schedule: We make sure work fits your life by offering a choice between a 5, 4.5 or 4 day work week.
• Employee profit sharing: We share our success by offering all team members a cut of quarterly profits.
• Generous parental leave: We support growing families with 14 weeks of fully paid leave for primary carers and 6 weeks for secondary carers.
• Learning and development: We offer AU$1,500 per year for you to spend on books, courses and events along with 6 paid LevelUp days.
• Equipment and office: Whether you’re working from home or a co-working space, we’ll cover everything you need to do your best work.

Keen to apply?

Please send us your CV and cover letter with answers to the following questions:

• What is something you see frequently when dealing with support teams as a customer that you don’t think is the best approach? What do you think is better? 
• What do you think is the key to working successfully as a fully remote team?