Customer Success Support

About the role

CTM is seeking a Customer Success Support professional to join its Client Management team in Australia. The role will help maintain service excellence for corporate clients by handling queries, generating reports, and supporting implementation projects.

Key responsibilities

• Monitor and manage service level agreements (SLAs) using client‑facing JIRA.
• Respond promptly to customer inquiries across multiple support channels.
• Generate, analyse and present data reports for client managers and sales teams.
• Escalate and coordinate resolution of major service incidents or complex requests.
• Assist with implementation support and day‑to‑day customer service activities.

Required profile

• 2‑3 years of experience in the travel industry, preferably in support, consulting or customer service.
• Strong organisational and time‑management abilities with a focus on meeting deadlines.
• Solution‑oriented mindset and high attention to detail.
• Excellent written and verbal communication skills.
• Self‑motivated with a track record of driving process improvements.

Required skills

• Intermediate proficiency in Microsoft Excel.
• Working knowledge of Microsoft Word.
• Familiarity with Microsoft PowerPoint.
• Experience using JIRA for ticket and SLA management.

What we offer

• Travel discounts and Perkbox lifestyle benefits.
• Training and development opportunities, including online courses and certifications.
• Hybrid work arrangements with flexible WFH options.
• Additional leave options such as extra purchase leave and volunteer days.