Customer Support Specialist (Night shift only)

Are you driven to empower others to succeed? Love sharing and guiding people through a great product? Interested in joining a rapidly growing tech company? We’d love to hear from you! 

As a Customer Support Specialist, you’ll be empowering and supporting customers with the knowledge and best practices they need to grow their business. You’ll answer questions, solve problems, and help guide our clients by communicating through our ticketing system and occasional screen share calls. In this role, you will drive the success of our new Australia and New Zealand clients.

Primary Responsibilities:

• Answer support tickets and/or chats through Hubspot and ensure customer questions and problems are addressed efficiently and effectively
• Educate our clients on best practices to help them grow their business and be successful
• Identify, reproduce, and document bugs for the development team to address
• Assist the team with keeping our AI chatbot updated so it continues to improve responses, reducing the need for human support
• Facilitate video conference calls when necessary, to discuss and walk through customer setup questions or a complicated customer issue
• Work closely with our development team to understand, document, and effectively communicate new features and updates to our customers
• Liaise with our development team on making continuous improvements to the platform UI, making it simpler for our clients to use
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What we expect from you:

• Excellent English communication skills, both written and verbal 
• Previous experience in a client-facing support, customer onboarding, account management or customer success role
• Comfortable with a mix of both responses via tickets and chat as well as Zoom screenshare calls
• Solid organizational and time management skills
• Salesforce Service is a plus
• Experience working in a winery, cellar door or direct-to-consumer (DTC) wine business is a plus
• Willingness to work night shift only (Wednesday - Sunday, 12 am - 8 am)

What you will get from us:

• Remote model of work
• Paid training
• Opportunity to work with a dynamic, fast-growing team
• Private health insurance
• Benefit package available to all our employees (day off for a birthday, discounts with our partners from different industries, FitPass...)

If you are ready to contribute to this position, apply now with your CV in English. We look forward to your application!

Note: Only shortlisted candidates will be contacted. Best of luck!