Customer Experience Associate (Remote, Australia)

About the role

The Customer Experience Associate will be the primary point of contact for customers across subscriptions, memberships and events. Working remotely from anywhere in Australia, you will deliver thoughtful communication, technical assistance and proactive engagement to ensure smooth interactions and high satisfaction.

Key responsibilities

• Handle customer inquiries via email and other channels, addressing subscription, membership, billing and event questions.
• Troubleshoot account access, login and platform issues, guiding users toward effective solutions.
• Support billing operations, including invoices, renewals, payment follow‑ups and maintaining accurate records.
• Conduct proactive outreach to gather feedback and improve the overall customer experience.
• Collaborate with internal teams to share insights, enhance retention initiatives and streamline the customer journey.
• Document interactions and contribute to the continuous improvement of support processes and resources.

Required profile

• 1‑2 years of experience in customer support, success, account management or a similar customer‑facing role.
• Excellent written and verbal communication with an empathetic, solution‑focused approach.
• Strong attention to detail, organization and follow‑through on multiple requests.
• Ability to work independently in a remote environment while collaborating effectively with teams.
• Professional demeanor when communicating with customers via email and phone.

Required skills