Customer Enablement Specialist (SaaS)

TL;DR

Customer Enablement Specialist (SaaS): Delivering exceptional customer experiences and driving activation through a blend of technical support and proactive onboarding in the APAC region with an accent on customer retention and revenue expansion. Focus on resolving complex technical inquiries and guiding customers through platform configuration to maximize value.

Location: Hybrid role based in Brisbane, Australia

Salary: $70,000 - $80,000 AUD

Company

Marketing enablement software provider helping small businesses, entrepreneurs, and non-profits grow online.

What you will do

• Lead high-touch success sessions and platform walkthroughs to ensure high activation rates and optimal account configuration.
• Provide strategic advice on utilizing digital marketing tools to meet specific business goals.
• Resolve complex technical inquiries across phone, chat, and email channels with a focus on first-contact resolution.
• Act as a technical translator by documenting and escalating platform bugs or feature requests to Product and Engineering teams.
• Maintain meticulous records within CRM and ticketing systems to ensure a single source of truth for customer interactions.
• Monitor KPIs including CSAT, NPS, and retention to continuously improve the customer experience.

Requirements

• 2+ years of experience in technical support or customer success within a SaaS or software-based environment.
• Ability to pivot seamlessly between scheduled 1:1 onboarding meetings and a reactive support queue.
• Strong ability to explain complex technical concepts to non-technical users.
• Proven problem-solving skills with a commitment to root cause investigation and brand loyalty.
• Must be based in Brisbane, Australia to support the hybrid work model.

Culture & Benefits

• Comprehensive health and welfare benefits package including paid leave.
• Culture of diversity, inclusion, and support for professional development.
• Hybrid work model combining remote convenience with in-person collaboration.
• Opportunities for career growth, stretch assignments, and professional coaching.
• Generous paid time off policy supporting health and well-being.