Remote Customer Support and Success Specialist (Australia) at Driversnote
🌎Location:Oceania Only. Contractor
Time zones: LHST (UTC +10:30), AEST (UTC +10), ACST (UTC +9:30), ACWST (UTC +8:45), MART (UTC -9:30)
We envision you:
Your duties will include:
Your colleagues describe you as:
Key details:
Who is our team?
Currently, we have a team of over 30 members based in our Copenhagen HQ, along with several remote team members in Australia, Canada, and Romania! Being headquartered in Copenhagen inspires us to prioritize a healthy work-life balance. Since you will be remotely working, we will assist you in establishing an optimal remote setup and ensure you can still connect with your colleagues. Plus, you can look forward to a visit to Copenhagen during your first year!
How to submit your application:
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Hello! We are Driversnote, an innovative SaaS company located in Copenhagen, Denmark.
Our mission is to simplify mileage documentation for over 2,000,000 users across the globe. We aim to alleviate the burden of maintaining a mileage logbook so that our customers can save both time and money.
Our key markets include English-speaking countries such as Canada, the United States, Australia, and the UK. To enhance our international service capabilities, we are expanding our diverse team to cater to customers around the world.
If you possess curiosity, drive, and resilience, enjoy delivering top-notch customer support, and excel in communication, this role is for YOU!
We are on the lookout for a remote Customer Support & Success Specialist with strong technical abilities to assist us during the Australian and early European time zones.
In your role as a Customer Support & Success Specialist at Driversnote, you will engage directly with our customers, ensuring they receive an efficient, straightforward, and enjoyable experience. You will be the vital link connecting various types of users and customers—from new users to longstanding clients and large B2B teams—while relaying their feedback to our product teams. You will be part of our Support & Success team, addressing diverse inquiries, mainly focused on bugs, educational inquiries, or complex requests you will tackle with pleasure!
We envision you:
- Possess 12 - 24 months of demonstrated experience in customer support.
- Have proven expertise in sales or customer success roles.
- Are accustomed to and comfortable working exclusively remotely.
- Exhibit strong English communication skills (both verbal and written); proficiency in additional languages is a plus.
- Take pleasure in delivering exceptional customer support via chat, email, and phone, with excellent communication skills.
- Have a foundational understanding and practical experience in software troubleshooting (such as installation errors, crashes, subscription or payment issues, and performance-related challenges).
- Are proactive and willing to dive in headfirst. You show confidence in navigating multiple systems, checking configurations, and verifying setups when needed.
- Possess an aptitude for identifying trends and streamlining processes, with a desire to automate wherever feasible.
- Are familiar with remote collaboration tools, especially Slack.
Your duties will include:
- Delivering outstanding support via email and phone for customers' technical queries, general inquiries, and product questions.
- Connecting with B2B customers wanting to embark on their Driversnote journey and assisting them with purchases.
- Resolving customer questions and driving investigations to ensure issues are addressed.
- Conducting video demonstrations and onboarding sessions for larger B2B clients.
- Collaborating with our product teams, reporting bugs, and sharing customer insights (requests, feedback, UX suggestions, etc.).
- Gaining in-depth knowledge of the Driversnote product so you can guide customers in maximizing their experiences.
Your colleagues describe you as:
- Resilient, with a "get it done" attitude, remaining committed until tasks are completed.
- Proactive and adept at solving open-ended problems without hesitation.
- Skilled at relationship-building; you establish credibility quickly with various stakeholders.
- Comfortable in ambiguous situations, asking the right questions to clarify uncertainties.
- Patient and kind, always diffusing tense moments with composure.
Key details:
- Minimum of 21 hours per week.
- You should expect to work 3-4 hours daily, six days a week.
- Remuneration of 38.90 AUD/hour, paid biweekly.
- 100% Remote work environment.
- Must reside in Australia.
- 33 vacation days annually—yes, we're a European-based company!
- Access to additional benefits, including health insurance, car rentals, gym memberships, and more.
Who is our team?
Currently, we have a team of over 30 members based in our Copenhagen HQ, along with several remote team members in Australia, Canada, and Romania! Being headquartered in Copenhagen inspires us to prioritize a healthy work-life balance. Since you will be remotely working, we will assist you in establishing an optimal remote setup and ensure you can still connect with your colleagues. Plus, you can look forward to a visit to Copenhagen during your first year!
How to submit your application:
If you are interested, please submit your application by clicking the button below.
Keep in mind that we review applications continuously, so don’t hesitate—apply as soon as possible! If shortlisted, we will ask you to complete a case study followed by interviews.
Application deadline: November 17th, 2024.
Expected start date: December 2nd, 2024.