Customer Success Coordinator

About the role

Join Xplor's Childcare & Education vertical as a Customer Success Coordinator in Melbourne. You will help customers succeed with our platform, ensuring retention and happiness while supporting the wider team with ticket assignment and enquiries.

Key responsibilities

• Provide the initial response to tickets, assign them based on complexity, and monitor system performance.
• Respond to customer enquiries via phone, chat, and email, meeting SLA requirements.
• Handle dissatisfied customers politely and professionally.
• Maintain broad knowledge of all Xplor products, services, and promotions.
• Support implementation of system improvements and rollout of new technologies.

Required profile

• 1‑2 years of experience in a customer‑facing role.
• Excellent written and verbal English communication skills with a confident phone manner.
• Ability to multitask, prioritize, and manage time effectively.
• Team player who can roll up sleeves and pitch in when needed.

Required skills

• Strong customer service skills, resolving queries quickly and accurately.
• Proficiency in using ticketing systems and handling enquiries across multiple channels.

What we offer

• Hybrid working model – 2‑3 days in the office, the rest remote.
• Paid Parental Leave and additional volunteer days.
• Free mental health support and flexible working arrangements.
• Commitment to diversity and inclusion, with mentorship programs.