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 deliver service excellence to corporate clients by handling queries, managing SLAs in JIRA, generating reports and supporting implementation projects.

Key responsibilities

• Monitor and manage client‑facing SLA tickets in JIRA.
• Respond promptly to customer inquiries across multiple support channels.
• Generate, analyse and present data reports for client managers.
• Escalate major service issues and coordinate resolution.
• Provide implementation and ongoing customer service support for the corporate portfolio.
• Assist client managers with daily operational tasks and value‑delivery activities.

Required profile

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

Required skills

• Intermediate proficiency in Microsoft Excel, Word and PowerPoint.
• Experience using JIRA for ticket and SLA management.

What we offer

• Travel discounts and Perkbox retail, lifestyle and wellness benefits.
• Training and development opportunities, including online courses and certifications.
• Hybrid work arrangements with flexible WFH options.
• Additional leave options such as two extra weeks, purchase leave and paid parental leave.
• Annual Volunteer Day, wellness/chill‑out days and access to the Sonder EAP platform.