Strategic Customer Success Lead — Adoption & Growth

Zebra Technologies; Melbourne; Hybrid; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Parental Leave

GiveBack Days

Diversity & Inclusion initiatives

Mental health support

Flexible working

Job summary

Xplor is seeking a Customer Success Coordinator in Melbourne to advocate for customer needs, manage tickets, and ensure retention. This hybrid role requires 2–3 days in the office per week with the rest remote, and full working rights in Australia.

The role emphasizes high‑quality customer service, timely responses across phone, chat and email, and collaboration with cross‑functional teams. A competitive salary and benefits are offered.

Qualifications

• 1–2 years of experience in a customer-facing position.
• Excellent written and verbal English skills.
• Confident phone manner and active listening.

Responsibilities

• Advocate for customer needs and own challenges.
• Support customers across the Office platform.
• Respond to tickets and assign to the team by complexity.
• Answer inquiries via phone, chat and email within SLAs.
• Maintain knowledge of products, services and promotions.
• Monitor system performance and identify potential issues.

Skills

Customer service

English communication

Multitasking

Job description

Xplor is a nimble scale‑up whose mission is to help businesses in fitness, recreation, golf and club, field services, laundry, education and other membership- and service-based industries simplify operations, uncover insights, and elevate customer and member experiences lengthwise. We use modern vertical software, embedded payments, AI-powered capabilities and a deep customer focus to create experiences at the heart of everyday life.

Job Description

Your new company:

Xplor is building the next generation of experiences at the heart of everyday life through modern vertical software, embedded payments, AI-powered capabilities and true customer focus. Our products help businesses simplify operations and create value for customers and members.

About the opportunity

Join our Childcare & Education vertical as Customer Success Coordinator in Melbourne. You’ll be responsible for advocating customer needs, managing tickets, answering enquiries, and ensuring customer retention and satisfaction. This hybrid role will have you spending 2–3 days in the office per week and the rest working remotely.

Key Responsibilities

• Advocate for customer needs internally and own their challenges, working to prevent recurring issues.
• Support customers across the Office platform.
• Provide the initial response to tickets and assign incoming tickets to the team based on complexity.
• Respond to enquiries via phone, chat and email and ensure all are answered within SLAs.
• Handle dissatisfied customers in a polite and professional manner.
• Maintain broad knowledge of all company products, services and promotions.
• Support implementation of system improvements and introduction of new technologies.
• Monitor system performance and help identify potential issues.

Working conditions

Hybrid and flexible working model: 2–3 days per week in the office, remainder remote. Must hold full working rights in Australia.

Qualifications

• 1–2 years of experience in a customer-facing position.
• Motivated by a fast-paced environment; no two days are the same.
• Excellent written and verbal English skills, confident phone manner and active listening.
• Strong customer service skills demonstrated by resolving queries quickly and accurately.
• Ability to multitask, prioritise and manage time effectively.
• Self‑aware of strengths and areas for growth, with a desire to learn new skills.
• Team player who understands the importance of rolling up sleeves and pitching in.

What we value

We believe the best ideas happen at the intersection of differences. We welcome candidates from all cultures, generations, disciplines and lived experiences. We value curiosity, empathy, positivity, agility and a people-first mindset.

Benefits & perks

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

Equal Opportunity

Queensland and the broader Australian workforce: We are a gender‑neutral, disability‑confident, 100% inclusive employer that welcomes applicants from all backgrounds.

Application process

We will review each application in detail and contact candidates who are shortlisted. Please include the word "moonshot" in your cover letter so we know you have read this ad.

Legal & compliance

Full working rights in Australia required; no visa sponsorship, employer-of-record or contractor arrangements. The role is permanent and Full‑time. No remote work outside Australia. The offer includes compliance with right‑to‑work, sponsorship policy and background checks.

Salary & benefits summary

Competitive salary range: starting from $90,000 – $115,000 base + super, plus annual bonus of $3,300 if revenue targets met. We also provide a comprehensive benefits package, including health insurance, 12 weeks paid parental leave (birth parents), 6 weeks for non‑birth parents, flexible work, mental health support, wellness days, paid public holidays, and professional development support.