Call Centre & Customer Service jobs

Join us in building Australia’s workforce of the future

At Workinitiatives, we’re tackling Australia’s labour and skills crisis head-on. Our industry-led jobs and skills platforms connect employers, educators, service providers, job seekers and migration specialists in collaboration with government and industry. Together, we’re creating targeted recruitment and upskilling solutions to build a vibrant, inclusive and sustainable workforce.

We exist to build Australia’s workforce capabilities with trusted technology that connects jobs, skills, people and migration. With trust and credibility at our core, we operate with integrity, honesty and respect.

Now, we’re looking for our next Customer Success Manager to join the team.

Benefits

• Purpose-driven work: be part of a mission to build Australia’s workforce capabilities and future-proof industries
• Shape how we support users: help us move from high-touch service today to scalable support tomorrow
• Career growth: expand your skills and responsibilities as we grow
• Flexibility: flexible working arrangements in a collaborative, supportive team

Task & responsibilities

As our Customer Success Manager, you’ll be the first point of technical support for the employers, partners and job seekers using our platforms. You’ll diagnose and resolve platform issues, configure the platform to meet users’ needs, and help customers and partners get the best out of our technology. Key responsibilities include:

• Responding to and resolving user queries on platform functionality, access and technical issues via Intercom, email and phone, and escalating defects to the development team with clear reproduction details
• Assessing customer and partner requirements and determining the right platform features, settings and integrations to solve their problems
• Setting up and configuring new customer and partner accounts, user permissions and platform access
• Configuring and adapting platform workflows, templates and settings to meet users’ requirements, and documenting enhancement requests for the product team
• Supporting the build, configuration, testing and ongoing maintenance of partner-branded sites, from implementation through to long-term adoption
• Monitoring platform usage and data integrity, identifying and resolving discrepancies, and ensuring users are working with the platform efficiently
• Delivering onboarding and training, and creating help articles and guides that help users resolve issues independently

Qualification & experience

You’ll fit right in if you have:

• 1+ years’ experience in a technical support, customer support, customer success or similar role supporting users of a software platform
• Strong troubleshooting skills and the ability to diagnose software issues and explain solutions clearly to non-technical users
• Experience with help desk or support tools such as Intercom, Zendesk or similar, and comfort working with data and reporting
• A people-focused, proactive approach: you build trust easily, ask good questions and make things happen
• Adaptability in a fast-moving start-up environment

If you’re curious about workforce development, skills, and how tech can solve big national challenges, you’ll love it here.