Customer Success Support (Melbourne)
We believe that the right connection can change your life - at Mentorloop our mission is to make mentoring mainstream. At a high-growth stage, we’re seeking a Customer Success Support/Analyst to grow with us as we onboard clients across Australia, the United Kingdom and beyond.
You will be a Mentorloop ambassador, a client advocate, and the mentoring sherpa for our customers, helping them to realise the best possible mentoring outcomes for themselves, their companies, and of course their mentors and mentees.
This will be a Melbourne-based role, working within Mentorloop’s Customer Success team. Previous experience is preferred, but what we love to see is a natural problem solver with a hunger to learn, so if this role feels right for you and you have other qualifications or experience to show your customer-facing capability, we welcome your application!
You are:
Customer Facing - You will have customer facing experience. This could be in retail, creative or digital agencies, professional services, online support - Tech or SaaS background is a bonus but not essential.
Motivated to make mentoring magic - you’re excited to build the best possible mentoring experience for our customers - both for our clients (B2B) and our end-users (mentors and mentees).
Motivated by an entrepreneurial environment - You will be working within a team of Customer Success Specialists in a supportive, collaborative environment, but you aren’t afraid to work autonomously and show initiative.
Keen to learn - With impeccable written and verbal communication skills, you have the ability to learn fast and juggle competing priorities. Start-ups don’t stand still, you’ll have the opportunity to learn about B2B sales, product development, thought leadership - basically everything it takes to start and grow a business.
Ready to be an active participant in Australia’s start-up community.
What you’ll do:
User Support - You will support our end-users (mentors and mentees) through managing the front line support tickets via Intercom.
Customer Reporting - You’ll help the team provide clients with a view of their program success and areas for improvement. You’ll do this through reporting, sharing user testimonials and program communications. We’re always identifying opportunities to provide an even better experience, and we want your input!
Onboarding - Successfully on-board new clients, provide customer training via chat and webinars and identify areas to improve the onboarding systems and processes. Providing a world class account management experience is our bread and butter, whether it’s through one conversation, or many.
Customer resources - Maintain our learning resources and knowledge base, always updating and improving the support we provide to customers.
Cross-Functional - Work with other teams around the business to support Mentorloop achieving its team goals for 2021 and beyond.
You will report to one of our Senior Customer Success Managers.
The Package:
- Salary is $50-60K AUD (+ superannuation), commensurate with experience.
- Flexible working hours and location, we value work-life balance
- A dedicated Learning and Development budget
- 20 hrs paid community volunteer leave
- Opportunity to participate in Employee Share Option plan
- Be one of Australia’s proudest B Corp members
- A day off on your birthday!
A bit more about us:
At Mentorloop we’re making quality mentoring more accessible - we’re driven to deliver the benefits of mentoring to anyone who seeks them. We realised early that if we wanted to properly execute on this idea, we couldn’t just rely on having a good purpose - we needed to find a way to build a profitable, sustainable business too. That’s why we’re proud to be a certified B Corporation, building a business that’s a force for good in the world.
We believe the right connection can change your life. We believe that as a team we’re Greater Than the Sum of Our Parts. In getting things Done, Then Fun. We believe in taking opportunities, not being afraid to change, and being Masters of Our Own Destiny. We believe in letting our clients and our community help us build the best possible product. And we believe that when we take a position and back ourselves amazing things happen.
We split our time between working from home and the office. We would like to see you in the office at least twice a week, but you’re welcome to come in as often as you like - the more the merrier!
Remuneration is up for negotiation commensurate with experience. Please contact Georgia Pascoe to express your interest: georgia@mentorloop.com