Customer Success Coordinator

About the role

Xplor Technologies is looking for a Customer Success Coordinator in Melbourne within its Childcare & Education vertical. The role helps customers succeed with the platform, supports retention and customer happiness, and backs the wider team by handling tickets and enquiries. It is a full-time position with a hybrid model of 2-3 days in the office and the rest from home.

Key responsibilities

• Provide initial responses to tickets and assign incoming tickets to the team according to complexity and issue type
• Answer enquiries by phone, chat and email, meeting service level agreements
• Advocate for customer needs internally, own challenges and work to prevent them recurring
• Support customers across the Office platform
• Handle dissatisfied customers politely and professionally
• Maintain broad knowledge of products, services and promotions
• Support system improvement initiatives, the rollout of new technology, and monitor system performance to spot potential issues

Required profile

• 1-2 years of experience in a customer-facing position
• Full working rights in Australia; Xplor does not sponsor visas and does not offer contractor or Employer of Record arrangements
• Excellent written and spoken English, confident phone manner and active listening
• Strong customer service skills, multitasking, prioritisation and time management
• Comfortable in a fast-paced, ambiguous environment and a team player

What we offer

• Paid parental leave benefit programs
• Three extra days off for volunteering and giving back to the local community
• Diversity and inclusion initiatives, including a D&I Council and Global Mentorship Program
• Free mental health support
• Flexible working arrangements

To apply, submit your resume through the company's careers portal or external job boards, including the word "moonshot" at the top of your message to the Hiring Manager. Video interviews and background checks may be part of the process.