YouLi – Powering Group Travel Hiring for Customer Success Specialist at Australia Full Time

We are seeking a highly motivated, tech-savvy Customer Success Representative to join our dynamic team at a fast-growing Travel/Restech SaaS company.

As a Customer Success Specialist (aka, “YouLi Product Expert”), you will be responsible for providing exceptional customer service, resolving common (and uncommon) technical issues, keeping up with frequent product changes, onboarding new clients (via Zoom and occasionally in-person), escalating larger issues to YouLi’s product team and ensuring overall customer happiness & success.

YouLi is a B2B2C platform that empowers travel experience & event businesses to create Trip Pages, which offer an online experience for booking, communication, schedules and more.

The ideal candidate should possess excellent communication skills (verbal, video calls & written), a comfort with technology, familiarity with various social media platforms and SaaS tools (bonus points if you’ve used: HubSpot, JIRA, and/or Loom), and expertise in Office365 applications and either Teams or Slack fluency.

A passion for travel isn’t required but makes it more fun!

This is a remote position, with our core team based in Australia and other support team members based in the Americas, offering the flexibility to work from home or work from anywhere. However, support hours must be able to cover the Australia/New Zealand time zones for the first 12 months.

Despite typically working from home, we come together from time to time in Melbourne when schedules allow to co-work and socialize.

Salary & Details:

To begin, we can offer 20 hours/week at AU$26/hour(+ Superannuation).

In time, you will have the option for more hours for critical projects and also a potential to grow with the team and expand to full-time as YouLi expands.

Responsibilities

• Provide friendly, detailed & thoughtful customer support via multiple channels, including zoom, email, and social media platforms.
• Handle incoming customer inquiries, troubleshoot technical issues, and provide timely resolutions.
• Create online training videos and tutorials to guide customers in utilising our SaaS product effectively.
• Effectively communicate technical information to customers in a clear and concise manner.
• Handle incoming customer inquiries, troubleshoot technical issues, and provide timely resolutions.
• Conduct 1:1 and group onboardings to train new customers on using YouLi effectively for their business’ needs
• Collaborate with cross-functional teams to resolve complex customer problems.
• Draft comprehensive and user-friendly help articles, emails, and Loom videos to assist customers in self-service via https://support.youli.io
• Stay up to date with product updates, new features, and industry trends to provide accurate information to customers.
• Collaborate with the team to identify and address common customer pain points and improve user experience.
• Utilize Canva or similar tools to create visually appealing and informative resources for customers.
• Maintain accurate records of customer interactions and feedback in our CRM system.
• Keep our CRM updated based on customer interaction to ensure segmentation is accurate for automations
• Continuously strive to exceed customer expectations and ensure customer are able to launch and deliver excellent customer experiences for their travellers.
• Post to social media to drive customer usage of new features
• Identify customers’ needs to route them to product, sales or the right documentation.

Qualifications

• A Bachelor’s degree; or equivalent real-world experience.
• Marketing expertise is a plus.
• Strong problem-solving skills and the ability to think critically under pressure.
• 3-5 years of experience in customer support or a related field, preferably in a SaaS environment.
• Strong technical aptitude with a deep understanding of Office365 applications and other common business software.
• Demonstrated proficiency in troubleshooting technical issues and providing efficient solutions.
• Excellent verbal and written communication skills with a customer-focused approach.
• Social media savvy with experience in managing customer inquiries on platforms like Twitter, Facebook, and LinkedIn.
• Ability to work independently, prioritize tasks, and meet deadlines in a remote work environment.
• Experience in creating help articles, FAQs, and online training materials.
• Familiarity with CRMs, Email sending platforms, and tools like Canva or a ability to quickly learn the necessary platforms.
• Training or teaching experience in a volunteer or work environment (not necessary, but ideal for this role)
• Australian or New Zealand residency and the ability to work legally in Australia.

We offer flexible work hours and a “work from anywhere” culture (from the beginning, not just because of the pandemic), and the opportunity to work with a passionate and innovative team. If you are a proactive problem-solver with excellent technical and communication skills, we invite you to apply for this exciting role.

Who are we?

YouLi is the platform that empowers every community to create a better world through transformational travel experiences. YouLi brings the joy to travel planning by enabling amazing online customer experiences that lead to enhanced real world travel experiences.

The values that drive us:

• Diversity and Inclusivity     
• Driven to Learn      
• Customer Connection           
• Accessible Software ​

Learn more about our team here