Customer Support/Customer Success Consultant

BowerBird an Australian-owned company looking for a tier-one customer support and customer success consultant to join our 100% remote team, working within the architecture and media sectors.

Who is BowerBird? 

BowerBird is an online architecture platform that connect architects with journalists to get their work published. 

BowerBird is a 100% remote workplace, where structured and supported autonomy is highly valued. We’re a close-knit global team that prioritises communication and work-life balance. 

The Role

Reporting directly to our Head of International Communities, you’ll respond to inbound support requests – providing advice and support to our users – as well as coordinating outbound Customer Success activities (which will be initially handled by tier-two support reps). As the front-line of our customer experience, you’ll be representing our company’s brand in a positive manner. 

A great deal of cultural and technical training will be provided, however the role will also look for more fun, efficient and effective ways to provide support to our users.

Benefits

• Fully remote team
• Genuine work/life balance
• 33 days paid leave (including any local public holidays)
• Career growth coaching with opportunities for advancement
• Structured, agreed output-based work, with clear targets and objectives, actions and key results (OARs)

Key Requirements

• You’ll have demonstrated experience in a similar role
• You’ll appreciate strong systems, documentation and up-to-date knowledge-bases
• You’ll have a strong understanding of customer support and success
• You’ll be a strong communicator and be confident in an async remote work environment
• We currently use the Intercom ecosystem for managing both inbound and outbound communications with our platform users, so familiarity with this system or similar is a plus
• Knowledge of and/or passion for architecture and interior design also a bonus

Key tasks

• Respond to inbound support requests in a timely manner
• Review and develop our Support Site in consultation with Head of International Communities
• Assign inbound registrations to sales agents using Intercom and Streak where required
• Coordinate and/or complete outbound Customer Success tasks, including ‘Health Checks’, ‘failed charges’ etc.

To apply for this role, click ‘Apply’.