Hybrid APAC Customer Enablement & Onboarding Specialist

constantcontact; Brisbane; Hybrid; AUD 70,000 - 80,000; Full time

Benefits offered by this job

Health and welfare benefits

Paid leave

Job summary

Constant Contact is hiring a Customer Enablement Specialist in Brisbane to blend onboarding with technical support for our APAC customers. You will help diverse businesses activate and maximize our digital marketing tools, while driving activation, reducing churn, and expanding revenue through strong outcomes.

In this hybrid role you will lead high‑touch onboarding sessions, guide customers on best use of our tools, document issues for Product and Engineering, and keep CRM records up to date.

Qualifications

• 2+ years of experience in a technical support or customer success role within a SaaS or software-based environment.
• Hybrid workload with onboarding meetings and reactive support queue.
• Ability to explain complex technical concepts to non-technical users.
• Curious to master multiple software platforms and stay ahead of MarTech trends.
• Problem-solving mindset and root-cause analysis.
• Customer-first focus on retention and value growth.

Responsibilities

• Lead high-touch onboarding sessions and platform walkthroughs to ensure high activation and optimal configuration.
• Guide customers through initial journey stages, providing strategic advice on using marketing tools to meet goals.
• Empathetically navigate compliance and security requirements for regulated industries.
• Resolve complex inquiries via phone, chat, and email with focus on first-contact resolution.
• Document bugs and feature requests for Product/Engineering teams; translate issues for action.
• Troubleshoot UI/UX and workflow issues across a multi-platform environment.
• Maintain CRM and ticketing records to ensure a single source of truth.
• Monitor CSAT, NPS, and retention to continually improve the customer experience.

Skills

Technical support

Customer success

SaaS familiarity

Communication

Tools

CRM systems

Ticketing systems

Job description

Constant Contact is hiring a Customer Enablement Specialist in Brisbane to blend onboarding with technical support for our APAC customers. You will help diverse businesses activate and maximize our digital marketing tools, while driving activation, reducing churn, and expanding revenue through strong outcomes.

In this hybrid role you will lead high‑touch onboarding sessions, guide customers on best use of our tools, document issues for Product and Engineering, and keep CRM records up to date.