Enterprise Ai Customer Success Leader

Servicenow, Inc.; Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Paid Parental Leave

Volunteer days

Diversity & Inclusion programs

Mental health support

Flexible working arrangements

Job summary

Xplor Technologies seeks a Customer Success Coordinator in Melbourne to help customers succeed with our platform, ensuring retention and happiness.

You will handle tickets, respond to inquiries by phone, chat and email, and collaborate with the team to resolve issues within SLAs. The role supports the wider team and involves 2–3 days in the office under a hybrid model.

You should have 1–2 years in a customer-facing role, strong English communication, and a collaborative attitude.

Qualifications

• 1–2 years of previous experience in a customer-facing position.
• You’re motivated by a fast‑paced environment where you will have to constantly adapt - no two days are the same!
• You have excellent written and verbal English skills as well as a confident phone manner and active listening skills
• You bring excellent customer services skills, demonstrated daily by working quickly and accurately to resolve customers queries
• You’re able to multitask, prioritise, and manage time effectively
• You show awareness of your own strengths and areas for growth, and a desire to develop and apply new skills
• You are a true team player that understands we all have to sometimes roll up our sleeves and pitch in

Responsibilities

• You’ll be a proactive member of your team advocating customer needs internally, owning their challenges and working on ways to prevent them from recurring
• You’ll be supporting customers across the Office platform
• You’ll provide the initial response to tickets and assign incoming tickets to the team depending on the level of complexity and issue
• You’ll respond to enquiries via phone, chat and email and work to ensure every enquiry is answered in accordance with our SLAs
• You’ll handle dissatisfied customers in a polite and professional fashion
• You’ll maintain broad knowledge of all company products, services, and promotions
• You’ll support the implementation of systems improvement initiatives and the introduction and roll‑out of new technologies
• You’ll monitor the performance of systems and assist with the identification of potential issues

Skills

Customer service

English communication

Multitasking

Team player

Job description

Xplor Technologies powers the experiences at the heart of everyday life. Through modern vertical software, embedded payments, and AI-powered capabilities, we help businesses in fitness, recreation, golf and club, field services, laundry, education, and other membership-based and service-based industries simplify operations, uncover insights, and elevate customer and member experiences.

Job Description

Join our Childcare & Education vertical as Customer Success Coordinator in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

You will help our customers become successful through the use of our platform, ensuring retention and customer happiness. The Coordinator role provides support to the wider team by assigning tickets, and answering customer enquiries. Some of the other responsibilities include:

• You’ll be a proactive member of your team advocating customer needs internally, owning their challenges and working on ways to prevent them from recurring
• You’ll be supporting customers across the Office platform
• You’ll provide the initial response to tickets and assign incoming tickets to the team depending on the level of complexity and issue
• You’ll respond to enquiries via phone, chat and email and work to ensure every enquiry is answered in accordance with our SLAs
• You’ll handle dissatisfied customers in a polite and professional fashion
• You’ll maintain broad knowledge of all company products, services, and promotions
• You’ll support the implementation of systems improvement initiatives and the introduction and roll‑out of new technologies
• You’ll monitor the performance of systems and assist with the identification of potential issues

For this position, we offer a hybrid and flexible working model, where you will spend 2‑3 days per week in the office and the rest working from home. You must hold full working rights in Australia.

Qualifications

• You have 1‑2 years of previous experience in a customer-facing position
• You’re motivated by a fast‑paced environment where you will have to constantly adapt - no two days are the same!
• You have excellent written and verbal English skills as well as a confident phone manner and active listening skills
• You bring excellent customer services skills, demonstrated daily by working quickly and accurately to resolve customers queries
• You’re able to multitask, prioritise, and manage time effectively
• You show awareness of your own strengths and areas for growth, and a desire to develop and apply new skills
• You are a true team player that understands we all have to sometimes roll up our sleeves and pitch in

Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• Paid Parental Leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

We are committed to supporting our team members both personally and professionally. We believe in equality for all and strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.