Customer Support & 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

Customer Support & Onboarding Specialist

A globally recognised and respected brand in the digital marketing space, Constant Contact offers powerful online marketing tools, contact management and sales functionality, and innovative AI capabilities to help businesses to attract and engage the right customers, close more deals and grow.

As a Customer Support & Onboarding Specialist at Constant Contact, you have the opportunity to deliver exceptional customer experiences to help us achieve outstanding customer retention, increased usage, and revenue expansion targets in the APAC region.

This is a high-impact, hybrid role designed for a professional who thrives on variety - balancing technical support with proactive onboarding sessions. Serving our APAC region, you will act as a subject matter expert across our marketing enablement software suites, ensuring our customers — from agile SMBs to highly regulated government and finance entities — maximise the value of our platforms.

Your mission is to drive activation, reduce churn, and turn complex technical challenges into seamless growth opportunities for our clients. You’ll be measured based on providing positive outcomes such as CSAT, retention, lifetime value, NPS and reviews.

This is a hybrid role based in Australia, primarily serving our APAC customer base.

Drive Customer Enablement & Onboarding

Lead high-touch "success sessions" and platform walkthroughs for new customers to ensure high activation rates and optimal account configuration.

Guide customers through the initial stages of their journey, providing strategic advice on how to best utilize our digital marketing tools to meet their specific business goals.

Empathetically navigate the unique compliance and security requirements of customers within regulated industries.

Deliver Expert Technical Support

Resolve complex customer inquiries across multiple channels, including phone, chat, and email, with a focus on first-contact resolution.

Act as a "technical translator," documenting and escalating platform bugs or feature requests in a way that is actionable for our Product and Engineering teams.

Troubleshoot sophisticated UI/UX and workflow issues within a multi-platform environment.

Champion Knowledge & Data Integrity

Contribute to internal documentation and external help resources to streamline the global onboarding experience.

Maintain meticulous records within our CRM and ticketing systems to ensure a "single source of truth" for every customer interaction.

Monitor key performance indicators including CSAT, NPS, and retention to continuously improve the customer experience.

Who You Are:

Experienced: You have 2+ years of experience in a technical support or customer success role within a SaaS or software-based environment.

Agile: You enjoy a "hybrid" workload and can seamlessly pivot between scheduled 1:1 onboarding meetings and a reactive support queue.

Communicator: You possess the ability to explain complex technical concepts to non-technical users and the commercial acumen to identify growth opportunities within a customer’s account.

Curious: You have a hunger to master multiple software platforms simultaneously and stay ahead of MarTech industry trends.

Problem Solver: You don’t just close tickets; you investigate the root cause of issues and advocate for long-term solutions that benefit the entire customer base.

Customer-First: You are deeply committed to driving retention and see every interaction as an opportunity to build brand loyalty.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, colour, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact ***************@constantcontact.com.