The Opportunity
This is a highly structured, data-driven client support role for an operational professional who loves optimization and streamlining user journeys after the sale.
As a Technical Support Specialist, you will be responsible for providing troubleshooting and product guidance to ensure smooth operations and reliable technical assistance for your clients. You will manage helpdesks, build support automation paths, and monitor retention metrics to eliminate client friction points. Working closely with account directors and executive leadership in Australia, you will establish the systems needed to scale client satisfaction and lifetime value.
WHAT YOU’LL DO
Workflow Optimization & Infrastructure Management
• Issue Diagnosis: Refine post-purchase client onboarding paths, documentation templates, and communication workflows to ensure a fast, clear start.
• Helpdesk Management: Oversee support queues, organize support ticketing priorities, and build standard operating procedures for issue resolution.
• System Automation: Build automated email triggers, notification rules, and task assignments within the CRM to ensure no client query falls through the cracks.
Retention Analysis & Feedback Loops
• Product Guidance: Manage and evaluate client satisfaction surveys (NPS/CSAT) and feedback collections to identify structural friction trends. [1, 2]
• Engineering Escalation: Monitor user activity, identify accounts showing low tool or service usage, and flag at-risk clients to account managers.
• Upsell Execution Support: Organize account performance records to support account management teams during renewal and upgrade discussions.
Team Synchronization & Support
• Internal Data Sync: Maintain accurate client records, notes, and health milestones across shared internal project spaces.
• Real-Time Alignment: Work in absolute alignment with Australian time zones (AEST/AWST) to provide fast system responses during key business hours.
WHAT YOU BRING
• Experience: ~2–4 years of experience in Customer Success Operations, Account Management, B2B Client Support, or Technical Support Operations.
• CRM Ecosystem Mastery: Practical, hands-on experience navigating and configuring service tool chains inside platforms like HubSpot, Zendesk, Salesforce, or Intercom.
• Analytical Aptitude: Strong comfort monitoring business metrics, parsing user usage data, and translating customer feedback into clear system improvements.
• Process Engineering: Exceptional organization skills with a love for building step-by-step checklists, automation rules, and internal resource files.
• Soft Skills: Superior written and verbal English communication skills, high empathy-driven problem-solving habits, and absolute calm when addressing client bottlenecks.
WHY THIS ROLE
• The Blueprint for Scale: Take ownership of the operational framework that protects recurring revenue and maintains client happiness for growing Australian firms.
• Frictionless Remote Model: Work inside a highly structured remote framework backed by reliable tracking utilities, account support, and smooth internal workflows.
• Operational Sophistication: Deepen your technical operations expertise by managing complex B2B support architectures and modern customer lifetime value mechanics.
ABOUT NEXT STAFF REMOTE
We bring together elite Filipino technical talent and fast-growing Australian agencies. Our mission is to make it seamless for teams and SMEs to find the perfect specialist without the overhead of a local hire. We operate at the intersection of high performance and team integration, ensuring our specialists work in real-time sync with Australian business hours to deliver exceptional digital outcomes.
Job Features
| Job Category | Customer Support Specialists |