APAC Customer Enablement & Onboarding Specialist

Constant Contact; Brisbane; Hybrid; AUD 60,000 - 90,000; Full time

Job summary

Constant Contact in Australia is seeking a Customer Support & Onboarding Specialist to drive activation and reduce churn across the APAC region. You will balance high-touch onboarding with expert technical support, guiding customers through their journey and ensuring they configure the platform to achieve business goals.

You will document bugs and feature requests, maintain CRM records, and monitor CSAT and NPS to continuously improve the customer experience.

Qualifications

• Minimum 2 years of technical support or customer success in SaaS.
• Experience in a hybrid onboarding and support role.
• Ability to explain complex concepts to non-technical users.

Responsibilities

• Lead high-touch onboarding sessions and platform walkthroughs for new customers.
• Resolve complex inquiries across channels with focus on first-contact resolution.
• Document issues for Product/Engineering and contribute to the knowledge base.
• Monitor CSAT, NPS and retention to continuously improve the customer experience.

Skills

Technical support

Customer success

SaaS experience

Communication

Agile

Job description

Constant Contact in Australia is seeking a Customer Support & Onboarding Specialist to drive activation and reduce churn across the APAC region. You will balance high-touch onboarding with expert technical support, guiding customers through their journey and ensuring they configure the platform to achieve business goals.

You will document bugs and feature requests, maintain CRM records, and monitor CSAT and NPS to continuously improve the customer experience.