Customer Success Officer - Full or Part Time

Greaseboss; Sunshine Coast Regional; On-site; AUD 45,000 - 65,000; Full time

Job summary

GreaseBoss on the Sunshine Coast is seeking a Customer Success Officer to help customers get value from our hardware and cloud software. You’ll work with the Customer Success Manager and across Production, Logistics and Engineering as you learn the product and processes.

We’ll train you and, with a mindset of ownership and clear communication, you’ll resolve issues, guide customers, and grow with the team in a flexible, full- or part-time role with travel to the east coast.

Qualifications

• Comfort using software and digital tools to solve problems.
• Willingness to learn new product and systems with training provided.
• Ability to explain technical topics clearly to customers and team.

Responsibilities

• Support customers across hardware and software, ensuring clear communication.
• Collaborate with Customer Success Manager and Production/Logistics/Engineering.
• Investigate faults, troubleshoot remotely and on-site when needed.
• Monitor systems in the cloud platform and flag at-risk accounts.
• Create and update help guides and self-service content.

Skills

Communication

Problem solving

Teamwork

Customer focus

Digital tools

Tools

CRM software

HubSpot

Job description

Customer Success Officer - Full or Part Time

Keep customers running with confidence - and grow with us.

Two things make the difference in this role: working out what's actually going on and being able to explain it clearly. We rate the second as highly as the first.

GreaseBoss is a Sunshine Coast technology company - connected hardware technology and cloud software used by mining, manufacturing and civil operators, and a three-time winner of the Advanced Technology award at the Sunshine Coast Business Awards. We've created an opportunity for a Customer Success Officer to look after our customers once they're up and running: answering their questions, working through problems with them, and making sure they keep getting real value from their system.

You'll work day-to-day with our Customer Success Manager, and alongside our Production, Logistics and Engineering teams.

You don't need experience - you need the right mindset

You don't need customer success or technical support experience, and you don't need to know our industry. We'll teach you the product and the systems. What we can't teach is a customer success mindset - and that's what matters most here.

A customer success mindset means you take ownership of a customer’s problem as if it were your own. You care about the outcome, not just closing the case. You stay with it until the customer is set up for success, you communicate clearly along the way, and you stay calm and constructive when someone is frustrated or under pressure.

What you'll do

Work closely with the Customer Success Manager across a range of areas.

Help customers understand their solution as a whole - how the hardware and the software work together, and how to use the software to make sense of the data their hardware is generating

Investigate and resolve faults and product issues across both the hardware and the software, with remote and on-site troubleshooting, and with our engineering team behind you

Monitor customer systems in our cloud platform, catching issues early and flagging at-risk accounts

Coordinate replacement parts, warranty claims, and exchanges with our Production and Logistics teams

Keep customers updated on progress, corrective actions, and timeframes, so they always know where things stand

Spot recurring issues and feed them back so we improve the product and how we support it

Build and improve help guides and self-service content so common issues get resolved faster

You won't be across all of this on day one. We'll train you on the product, the software and our processes, and you'll grow into the rest over your first few months, with the team around you the whole way.

What you'll bring

Communication and comfort with digital tools come first here. Written, verbal, tech enabled and in person. You can explain a technical thing clearly to whoever you're talking to - someone on the tools, a maintenance planner, a manager who just wants to know when it'll be fixed - and pitch the level of detail to suit them. People trust what you tell them, and you're comfortable being the one on the phone when someone's unhappy.

Alongside that:

A methodical way of working through problems - following the process and narrowing things down rather than guessing

Someone who works well with a team around them: sharing what you learn, picking something up for a colleague, asking for help when needed and staying constructive to work with when things are busy

Comfort with technology: software as much as hardware - as happy working through a dashboard and a set of data as you are with the physical product. You can find your way around Microsoft Office and other software systems.

Ownership: you take a customer’s problem as your own and stay with it until it’s properly sorted, not just until the ticket closes

A calm, honest and constructive manner when someone’s frustrated or under pressure

The ability to juggle competing demands without losing responsiveness or attention to detail

The ability to pick up new technology and business systems quickly - CRM or ticketing experience a plus, HubSpot an advantage

Curiosity about how things work, and a genuine interest in learning a new technical product properly

Who this role suits

This is an intermediate role. What matters is comfort using software systems, the right attitude, and how what you've done so far applies here.

You might be coming from:

Field service, technical support, service coordination, or a helpdesk with real products behind it

A customer-facing role somewhere technology or equipment was part of the conversation

A trade, workshop or maintenance background, looking to move into a technical, customer-facing role - where dealing with people is a strength, not just something you've done

A recent engineering, science or technology degree, with a genuine, specific interest in this kind of work rather than a general one

Somewhere else entirely - if that's you, tell us how it connects

What's on offer

Full training on our technology and systems

A supportive, collaborative team who work closely together and back each other to succeed

Real variety and genuine ownership of your work

Site visits and travel: around 2-4 days per month mostly east coast Australia

A real tech career pathway, growing with a scaling customer-facing team

Work that makes a real difference to how industry operates, built here on the Sunshine Coast

Flexible hours, including around school hours or other commitments - full or part time by negotiation; talk to us about what this might mean for travel