Customer Enablement Specialist - Australia (SaaS)

Location: Hybrid role based in the Brisbane office, primarily serving the APAC customer base.

Salary: AUD 70,000–80,000 per year, with some roles potentially eligible for additional commission or bonus.

Company

hirify.global provides digital marketing, contact management, sales, and AI-enabled software that helps businesses, non-profits, and individuals attract customers, close deals, and grow online.

What you will do

• Lead high-touch success sessions, onboarding meetings, and platform walkthroughs for new customers.
• Advise customers on configuring and using digital marketing tools to meet their business goals, including in regulated industries.
• Resolve complex technical inquiries across phone, chat, and email, prioritizing first-contact resolution.
• Investigate UI/UX and workflow issues across multiple platforms and document or escalate actionable bugs and feature requests to Product and Engineering.
• Maintain internal and external knowledge resources and accurate CRM and ticketing records.
• Monitor CSAT, NPS, retention, and related indicators to improve customer outcomes and support revenue expansion.

Requirements

• At least 2 years of experience in technical support or customer success within a SaaS or software-based environment.
• Ability to balance scheduled one-to-one onboarding sessions with a reactive support queue.
• Ability to explain complex technical concepts to non-technical users.
• Commercial understanding sufficient to identify growth opportunities in customer accounts.
• Ability and motivation to learn multiple software platforms and follow MarTech industry trends.
• Ability to investigate root causes, advocate for long-term solutions, and support customer retention.
• Strong customer-first orientation and commitment to building customer loyalty.

Culture & Benefits

• Hybrid work combining remote work with office collaboration, in-person activities, and live training.
• Inclusive workplace with diversity, inclusion, and employee education programs.
• Career growth through cross-functional learning, stretch assignments, coaching, and professional development.
• Paid time off and benefits supporting employee and family health and well-being.
• Full-time employment with paid leave and health and welfare benefits.
• Application deadline is 30 days, but the position may be filled earlier.