Customer Success & Onboarding Specialist

Melbourne, Australia

Making coworking the way of working has been our goal from day one. We started OfficeRnD because we believe that workspaces could be something more – platforms that help you focus on your work, give you access to knowledge you didn’t have before and connect you to like-minded professionals. Because of that, every day we strive to help coworking spaces – the champions of the future of work, deliver better experiences to their customers, more power to their brand, and sustainable growth to their business.

With offices in London, UK; Sofia, Bulgaria; Atlanta, US; and Hastings, New Zealand, we are expanding in Australia! As we are currently setting our Melbourne office location, you will have the rare opportunity to be one of the first team-members and be an active part of shaping our newest team. Our customer base in the APAC region is exanding rapidly, with now over 100 clients and 200 coworking spaces. 

As a Customer Success and Onboarding Specialist you would be part of a fun and professional team in a rapidly growing industry, shaping the future of work. Your role would be to support, teach, and advise our customers in their growth. In short, you would be responsible for the successful implementation and adoption of OfficeRnD on the customer side. You will build setup, training, and customer success plans for our customers, providing guidance and support throughout their entire lifecycle with us.

What you need to succeed:

  • Experience in customer support, customer onboarding or customer training role in a software company.
  • Excellent communication skills.
  • Experience with SaaS systems.
  • Organizational and planning skills to manage their time and to meet deadlines and objectives.
  • A record of well-maintained relationships with peers. 
  • Positive attitude towards customers. 
  • Experience with online accounting systems, CRMs or door access systems is considered a plus.

What you would do:

  • Understand the customers’ requirements and help them set up our software solutions to facilitate them.
  • Clearly communicate instructions and guidance to our customers via written communication and/or web assistance meetings.
  • Present new features to customers 
  • Follow the standard processes and best practices to onboard customers in predefined timelines. 
  • Build a relationship with our clients, anticipating their needs and proactively attending to their issues before they occur.
  • Convert concerned customers into fans of OfficeRnD through superior customer care, especially in the case of escalated customer complaints.
  • Deliver different end-user training to clients’ staff members, who may include technical personnel, senior executives and administrative staff. 
  • Capture customer’s feedback and feature requests, communicate them clearly with the product management team and add them to the backlog in order to continually improve the customer experience. Your relationship with the client and the feedback you receive influences the product directly
  • Research reported problems, work with the development and support teams to isolate and confirm bug reports.
  • Regularly update the customer’s information and onboarding progress in the system designated for this task.
  • Provide domain-specific expertise to customers.

What we offer:

  • Competitive remuneration and additional bonuses
  • Work in the great space of our clients Hub Australia
  • Healthcare benefits
  • A fantastic work hard/play hard start up environment
  • Flexible work time and work from home
  • Technology and networking events or lectures 
  • Team oriented culture with focus on open communication 

Making Coworking The Way of Working

Making “coworking” the way of working has been our goal from day one. We started OfficeRnD because we believe that workspaces could be something more – platforms that help you focus on your work, give you access to knowledge you didn’t have before, and connect you to like-minded professionals.

We started in a coworking space and we’ve moved from one space to another as we grew. We’re now a team of 40 strong, we’re spread around the world and we continue to work from coworking spaces. Why? Because for us it makes more sense to focus 100% (or 120%!) of our energy on our customers, and have someone else think about how our workspace can not only serve our immediate needs, but add value on top.

Because of that, every day we strive to help those champions of the future of work deliver better experiences to their customers, more power to their brand, and sustainable growth to their business.