Sydney, Australia - Full time
We're looking to bring on our first hire responsible for inbound customer communication to support our ambitious growth plans for 2021. Until now, this responsibility has been shared within the team. We're now ready to bring on a full-time owner to manage customer communication across Dovetail and live our "put the customer first" value.
As an Inbound Customer Specialist, you'll be responsible for all inbound communication from Dovetail customers and prospects through all our different channels. You'll be working across support, sales, community, and customer success. Dovetail's customers reach out to us for all sorts of reasons from product support, to billing queries, to feature requests and so you'll have a great ability to jump into different conversations. You'll get to experience the positive impact that Dovetail's product has on our customers and you'll be delivering feedback to our teams to make sure we're always solving customer problems and continuously improving the experience.
This is an entry-level or graduate role for someone with 1 to 2 years professional experience. As demand scales there will be opportunities to specialize in functions across support, sales, and customer success based on performance, your career goals, and business need.
This is an exciting opportunity for an ambitious individual looking for hands-on experience across a variety of different business functions in an evolving startup.
Support our customers with product. You'll own all customer communications and product support issues from initial contact through to resolution. Our main support channel is email, but you'll also own any enquiries that come via Twitter and from our Slack community.
Support sales process and our prospects. You'll partner with the sales team to support the day-to-day operational management of moving transactions through the sales process. This might involve qualifying leads, booking meetings, managing vendor/supplier relationships, preparing quotes, issuing invoices, and more.
Be the first point of call. You'll triage all inbound communication, and escalate conversations to relevant teams such as engineering, product, sales, operations, and legal as required. On occasion, this role may involve some early morning and late evening calls to cater to our global customer-base (some flexibility with working hours is required).
Partner with engineering to resolve with issues. You'll work with on-call engineering to support escalation of issues that require technical investigation. You'll triage and gather all the relevant details about a potential issue to help them investigate efficiently.
Become a Dovetail expert. You'll develop intimate knowledge of how Dovetail works, and what Dovetail is capable of, so that you can effectively help our customers and prospects.
Be customer-obsessed. You'll communicate with our customers and prospects efficiently and effectively. You will need to explain complex topics in easy to understand and concise language, all while delivering a human and helpful customer experience.
Own the customer experience. You'll be accountable for and report on key metrics, such as response time and customer satisfaction.
1 to 2 years of professional experience. Ideally in a customer service/support, consulting, or analytical role.
Passionate about customers. A passion for talking to and helping customers all day, every day, you're empathetic and seek to understand where customers are coming from.
A great communicator. Excellent, concise communication so you can effectively communicate with customers and teammates.
Problem solving comes naturally to you. The ability to switch contexts rapidly and quickly react to things throughout your day to solve problems for customers.
Ambitious and keen to learn. Ambition, eagerness and the will to learn, improve your skills, and grow alongside an exciting startup as we scale our customer operations.
A great attitude. The right attitude towards a sense of urgency, risk, and ambiguity that naturally comes with working at an early-stage startup.
Competitive base salary plus equity. Even though we’re a small startup, we pay salaries that can hold their own against big tech companies.
KitKat days. We understand the importance of mental health and wellbeing. These are extra paid days holiday for the whole company where everyone can take a break.
Generous equal parental leave.
Floating public holiday leave. You can choose to work public holidays and use that day another time in the year.
Flexible working hours and location. We value work-life balance, especially right now. While we’re mostly back in the office, you’re free to work where you want, when you want.
Personal learning and development budget. We’re a big fan of personal development, and prefer to home-grow leaders rather than filling leadership / management externally.
A brand new architecturally designed office in Surry Hills. With free snacks, beer on tap and drinks, three different coffee machines, social areas, and a rooftop.
TGIF events. Monthly company wide activities on Fridays for the whole team.
Salary sacrifice. We have a salary sacrifice policy for work related items.
Ergonomic office. Sit-stand desks, 4k 27” monitor, ergonomic chairs, quiet spaces, and collaboration spaces, to suit all kinds of working styles.
Pet friendly office! We love dogs and often have dogs in the office.
Personal development. Regular lunch and learn events, opportunities for presenting at webinars and conferences, and networking through our investor community.
Annual company retreats. We try to go away every year!