Customer Success (Service) Associate

Role responsibilities:

Knowledge, Support and Operations

● Suppor􀆟ng out-of-hours, day to day engagement with Zeller’s customer base via phone, and

email, covering:

○ Technical support ranging from hardware and so􀅌ware support to account

configuration and management

○ Escala􀆟ons between opera􀆟onal func􀆟ons such as the Risk and Compliance teams,

and Finance Operations

○ Internal support to other Customer Success Team members to help resolve issues

quickly for customers

● Becoming the subject ma􀆩er expert and establishing the func􀆟on’s centre of excellence for

product usage and support knowledge

● Hardware fulfilment handling and supply chain support

● Shi􀅌 hand over to enable seamless support of Zeller’s customers

● Escala􀆟on of urgent / priority cases on shore during out-of-hours opera􀆟ons

Continuous Improvement

● Product and service defect escala􀆟ons to Engineering

● Product improvement advice and feature request feedback across:

○ Func􀆟onality

○ CX / UX

○ Public Web and Funnel leakage iden􀆟fica􀆟on

● Con􀆟nuous improvement of support opera􀆟ng model design and implementa􀆟on from

systems, data, process to people

Attributes:

● Passionate about customer experience and problem solving

● Ability to work autonomously yet collabora􀆟vely

● Prepared to be the voice of Zeller

● Be able to con􀆟nually balance speed, perfec􀆟on, func􀆟onality, cost and customer

experience

● Be an ac􀆟ve par􀆟cipant in improving Zeller’s products, services and customer experience