< Back

Customer Success Lead

About us
Home Care Heroes is an innovative high growth tech startup tackling social isolation and loneliness by connecting people in need with passionate local Heroes who are companions, mentors, big brothers and big sisters.

We’re a passionate, driven team of hustlers who love what we do and are committed to huge growth and making a difference in the community! We’re constantly improving by putting customers first and testing new ideas. And we’re a supportive and fun loving group! As an early hire you will really make a mark on our team and organisation.

We’re looking for an experienced customer service/success pro to actively engage and shape our customer operations. You’ll be managing the day-to-day service needs and developing an out of this world customer experience.

Who are we looking for? You are:
• You are a patient and empathetic person who is passionate about people and engaging customers and are motivated by helping others
• You have 3+ years experience in customer service/success and looking to make more impact in your role and ready to take that next step of executing AND strategising
• You are articulate and concise and in both your verbal and written communication
• You’re an outgoing self-starter who embraces autonomy, shows initiative and embraces challenges – learning from mistakes, constantly improving yourself and current processes
• You love solving problems and go the extra mile to make sure a customer has an unforgettable experience
• You are dedicated to (and have a track record of) using metrics and achieving targets and KPIs
• You are hungry to grow personally and professionally, with a vision of taking our startup to the next level.

What you’ll be doing:
You will own customer service, working in the Operations team with our COO and Product Manager. As a team you will define and manage customer experience to drive conversion and retention.
• Provide effective and efficient first call resolution to a variety of stakeholders over the phone, email or via online chat (must be comfortable with between 50-60 tickets or calls per day). Managing escalations and seeking to resolve them to the satisfaction of the customer
• Become an advocate for our customer – building relationships and supporting them – identifying issues so we can cater better to their needs
• Convert potential customers and onboard new customers, through both inbound and outbound calls
• Collect user feedback and data, review user experience and provide data driven & qualitative insights and improvements for our systems, processes and procedures
• Create processes and protocols to embed the best experience possible, as well as taking into account scaleable solutions including creating FAQs and automatic emails

What makes this a great role
• Own the customer experience of a huge community
• Contribute to product development.
• First-hand experience of a startup environment that is highly agile and responsive
• Join a passionate, fast growing and dynamic team

Sydney 2010

Home Care Heroes

Interested?

To apply email your CV and why you want to join us to emily@homecareheroes.com.au

ADVERTISEMENT

SUBSCRIBE

Sign up to our free daily update to get the latest in media and marketing