Customer Success Representative

SELMA SIS; Auckland; On-site; NZD 60,000 - 80,000; Full time

Job summary

A leading educational technology platform in Auckland is seeking a Customer Success Representative to enhance frontline support and contribute to onboarding processes. The ideal candidate has 1-3 years of experience in SaaS customer support, possesses strong communication skills, and is proficient with CRM tools. Responsibilities include managing Helpdesk tickets, configuring digital forms, and coordinating training sessions. This position offers opportunities for professional growth within a dynamic team.

Qualifications

• 1 to 3 years in SaaS customer support or customer success, or a similar client-facing role.
• Strong troubleshooting and analytical skills, with clear documentation practices.

Responsibilities

• Respond to Helpdesk tickets, phone calls, and emails with timely, accurate resolutions.
• Manage the Salesforce onboarding list, creating and updating tasks.

Skills

Excellent written and verbal communication skills

Troubleshooting and analytical skills

Proficiency with CRM and Helpdesk tools

Basic HTML/CSS skills

Tools

Salesforce

CRM software

Helpdesk tools

Job description

About SELMA

SELMA is a New Zealand-founded, web-based Student Management System used by education providers across New Zealand and Australia. Our certified platform streamlines operations, improves data quality, and supports compliance. We are expanding in Australia while continuing to grow in New Zealand.

Our Mission

We deliver user-friendly, fast, and affordable software that adapts to the evolving needs of the education sector, helping providers work efficiently and remain compliant.

About the Team

You will join a Customer Success team that includes the Customer Success Manager, a Data Migration Specialist and a Customer Success Analyst. This role adds capacity for day-to-day support and onboarding.

About the Role

We are seeking a professional, service-oriented Customer Success Representative to lead frontline support and contribute to onboarding. The role covers Helpdesk tickets, phone enquiries, and proactive customer follow ups. You will create customer assets such as digital enrolment forms, transcript and diploma templates, and welcome communications. You will also manage the Salesforce onboarding list to track tasks, milestones, and handovers.

Key Responsibilities

Customer Support

• Respond to Helpdesk tickets, phone calls, and emails with timely, accurate resolutions
• Triage and troubleshoot issues, documenting steps taken and outcomes
• Escalate complex matters to the Customer Success Manager or Development team when required
• Keep customers informed about status and next actions

Onboarding and Implementation

• Configure digital enrolment forms, and build transcript and diploma templates in HTML
• Prepare and send welcome emails, assist with user provisioning, and complete first-week checklists
• Coordinate and support training sessions, with a focus on Tier 3 customers
• Manage the Salesforce onboarding list, including creating and updating tasks, tracking milestones, and maintaining data accuracy
• Coordinate handovers from Sales to Customer Success in Salesforce, ensuring all required fields and stages are completed

Customer Relationship and Continuous Improvement

• Build positive relationships through proactive communication and follow ups
• Gather feedback and share insights with the Development and Data Migration teams
• Contribute to the knowledge base and internal process documentation
• Identify recurring issues and recommend improvements to reduce support volume

Required Skills and Experience

• 1 to 3 years in SaaS customer support or customer success, or a similar client-facing role
• Excellent written and verbal communication skills, with a confident phone manner
• Strong troubleshooting and analytical skills, with clear documentation practices
• Proficiency with CRM and Helpdesk tools, plus comfort with spreadsheets or similar productivity tools
• Basic HTML/CSS skills for building transcript and diploma templates

Preferred

• Experience in education technology or compliance-focused workflows
• Basic SQL/MySQL skills for simple queries, checks, and data validation
• Experience creating forms and templates beyond HTML, as needed

How to Apply

Please apply on LinkedIn with your CV and a brief note highlighting your experience in customer support and onboarding management. If available, include examples of short how-to guides or process documentation you have authored. Learn more at selmasis.com.