Customer Care & Success Specialist

Summary about this job

Detail information about job Customer Care & Success Specialist. Terms and conditions vacancy

• Start-Up culture in an industry-leading fin-tech company
• Competitive salary and commission structure
• Great opportunity for career development

Who we are

Lightyear is a fin-tech company with offices in Sydney and the UK with a truly global scope. Lightyear’s AP product automates data entry and streamlines the Accounts Payable process for businesses of all sizes. Our primary direct target verticals are Retail and Hospitality groups, and businesses that purchase goods and track inventory items.

The Customer Success team provide on-boarding services and ongoing support to businesses and partners to ensure that our software is successfully embedded within their processes. They are responsible for delivering ‘best in class’ services while also strengthening relationships with every customer. While speaking with customers, the expectation is to identify opportunities for the Business Development team and receive feedback on product/feature improvements that can be fed back into the product development team. We proudly believe in the service we provide, promoting long-term usage with a keen focus on customer retention.

Your job will be to support, guide and influence our customers over the phone, via chat, email, video conferences and occasionally in person. You will cultivate relationships, overcome objections and offer friendly, helpful advice at every turn.

The three main parts of the role are

• On-boarding - Activation and customer product training 
• Support - Delivering ‘best in class’ customer service 
• Customer Retention - Ensuring continuous use and adding value to the relationship

The candidate

• A critical thinker… who is always trying to achieve the best outcomes for our customers. 
• An excellent listener… who creates a positive environment, where customers feel comfortable expressing their concerns. 
• A creative problem solver… who comes up with new ways to improve the customer experience. 
• The friendly face… whom our customers know and trust. 
• A customer success champion... who sees problems clearly and is able to help customers identify areas of improvement needed to achieve their business goals. 
• A clear communicator... who is able to relate to customers and internal support teams by speaking the same language to solve problems. 
• A team player… who is willing to go the extra mile for their customers, advising them on the best solutions to meet their goals and how industry changes could affect their business. 
• Ensure all KPIs are met in a target driven environment

Your skills

• 2+ years experience in a Customer Service role, ideally with knowledge of Accounts Payable, Accounting App eco-system or Hospitality/Retail Operations.
• Exceptional verbal and written communication skills. 
• Excellent listening skills; understanding and compassionate. 
• A natural ability to influence people. 
• A creative approach to problem solving. 
• An aptitude for technology and the ability to learn new systems with ease.

The benefits

• Competitive Salary and Bonus structure. 
• Start-Up Culture: Fast, Fun, Collaborative, Innovative. 
• Career Development: Experienced leadership team, be part of a global success story early.
• Work life balance.

To apply for this job please email [email protected]​ with a covering note explaining why you are perfect for Lightyear and including a copy of your CV.