Customer Success Representative

Astalty Pty Ltd; Australia; On-site; AUD 80,000 - 90,000; Full time

Benefits offered by this job

Fully remote

Continuous learning

Conferences

AU-wide remote

Job summary

Astalty Pty Ltd in Australia is seeking a Customer Success Representative to help our growing NDIS software community. This remote, full-time role focuses on ensuring customers get the most from the platform, solving problems, and delivering outstanding support.

You'll work with a dynamic team, onboard new users, create helpful content, and gather feedback to guide product improvements, while enjoying a flexible remote work setup.

Qualifications

• Strong communication skills, written and verbal.
• Technically confident and able to break down multi-step processes within the application.
• Problem solving skills to diagnose and resolve issues.
• Willing to learn about new technologies and the NDIS.

Responsibilities

• Answer support requests via email and occasional phone calls.
• Assist new customers with onboarding and training.
• Document new features and changes and create educational content.
• Create walkthrough videos and interactive guides for customers.
• Run training sessions with existing customers to explore features.
• Gather customer feedback and work with the development team to implement changes.
• Collaborate with team members to tackle complex problems and provide input on the journey.

Skills

Communication skills

Tech-savvy

Problem solving

Direct communication

Learning mindset

Job description

Customer Success Representative

Operations Remote Full Time $80,000 - $90,000

Join one of the fastest-growing NDIS software platforms in Australia - with 280+ 5-star reviews and over 1,000 NDIS businesses using Astalty to streamline their operations every day.

We’re looking for a Customer Success Representative who’s excited to jump in, solve real problems, and help our customers get the most out of the platform. If you're proactive, technically confident, and passionate about customer care - we want to hear from you.

Our Vision and Values

Astalty is a leading software provider for NDIS businesses. We’re obsessed with making powerful tools that are easy to use - and delivering the best customer experience in the industry.

Our mission: Become the obvious choice for NDIS software.

Our values:

• Treat customers better than anyone else

• Solve real problems with deep understanding

• Move fast and get things done

Who you are

We're looking for a Customer Success Representative for an immediate start with strong communication skills who is excited about helping people by providing outstanding customer support and ensuring our customers derive maximum value from Astalty. You enjoy digging into problems, finding answers, and making sure customers leave every interaction feeling supported, empowered, and more confident in their tools.

• You have strong communication skills - both written and verbal which will allow you to build strong relationships with customers.

• You are proficient with technology in general and can break down multi-step processes within our application to help customers.

• Often you will need to use your problem solving skills to get to the bottom of issues customers are facing and then provide instructions on how to resolve the problem

• You try to find solutions to problems on your own but you're also not afraid to ask for help.

• We don't get bogged down in hours-long meetings and strict workflows so it is important that you are a direct communicator and can break down solutions to problems simply and clearly.

• You enjoy learning about all things relevant to our journey - of course this includes new technologies and concepts but it's also important you're passionate about the problems we're solving and you're willing to learn about the NDIS.

• Whilst not necessary, it would be highly desirable if you have experience with the NDIS.

This is a critical role that directly contributes to Astalty’s growth by keeping our customers happy, supported, and successful.

What you'll do

You’ll help us build on our reputation as the best customer support team in the space. You'll do this by ensuring customers get help quickly and ensuring they are getting the most out of Astalty.

• Answer support requests via email using our dedicated platform and on the phone from time to time.

• Assisting new customers with onboarding and training which is a vital part of our customers implementing Astalty to get the most out of it.

• Documenting new features and changes to the software and creating content to help educate new and existing customers.

• Creating walkthrough videos and building interactive guides that customers can reference when they're stuck on a problem.

• Running training sessions with existing customers to explore new features and ensure they understand any recent changes.

• Gathering feedback about our products and working with the development team to implement any necessary changes.

• Working with other team members to tackle complex problems and offer your input on all aspects of our journey.

Why Join Astalty?

At Astalty, it's not just about software development. It's about being a pivotal part of a movement that's transforming the NDIS landscape.

• Our customers love us (we have 280+ 5 star reviews on Google) - we serve over 1,000 businesses and you'll be working on solutions that people truly enjoy using.

• We're fully remote - you'll be able to work from anywhere within Australia and collaborate with the team via Slack and Google.

• You'll get to work with the founders on a daily basis and provide your insights and guidance for product ideas and improvements.

• We promote continuous learning and invest in conferences and other education.