Customer Success Coordinator (SaaS)

TL;DR

Customer Success Coordinator (SaaS): Managing customer enquiries and ticket distribution for a childcare and education software platform with an accent on retention and customer happiness. Focus on improving system processes, maintaining SLAs, and advocating for customer needs internally.

Location: Hybrid (Melbourne, VIC). Must be legally authorised to work in Australia; no visa sponsorship provided.

Salary: AUD 60,000 - 65,000 yearly

Company

hirify.global provides vertical software, embedded payments, and AI-powered capabilities for various membership-based industries.

What you will do

• Provide initial responses to customer tickets and assign them to the team based on complexity.
• Respond to enquiries via phone, chat, and email within agreed SLAs.
• Advocate for customer needs internally to prevent recurring challenges.
• Maintain broad knowledge of company products, services, and promotions.
• Support the rollout of new technologies and system improvement initiatives.
• Monitor system performance and help identify potential issues.

Requirements

• 1-2 years of experience in a customer-facing role.
• Must be legally authorised to work in Australia; Xplor does not sponsor visas.
• Excellent written and verbal English skills with a confident phone manner.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong customer service skills with a focus on accuracy and speed.
• Collaborative mindset and willingness to support the team.

Culture & Benefits

• Hybrid and flexible working model (2-3 days per week in the office).
• Paid Parental Leave benefit programs.
• #GiveBackDays providing 3 extra days off for volunteering in the local community.
• Access to free mental health support.
• Ongoing Diversity & Inclusion initiatives and Global Mentorship Program.