Customer Success Representative
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Longer-term career prospects in a growing tech-based business
Opportunity to shape and improve client engagement processes
Work with a passionate team in a niche retail industry
About The Role
We are seeking a proactive Experienced Customer Success Representative with a strong technical aptitude to join our established team in the Gold Coast. This is a key role focused on supporting our software products to drive client satisfaction, whilst fostering strong relationships, and contributing to the continual improvement of our customer success framework.
You’ll be working in a fast-paced, structured environment where your input into systems, processes, and service innovation is highly valued. The role offers a clear pathway for further growth and development within the company.
Responsibilities
This role provides our clients exceptional support and training on software produced by Retail Edge Consultants.
The key responsibilities include:
- Deliver high-quality customer support via phone, email, CRM’s and other communication platforms
- Proactively manage client relationships and ensure consistent satisfaction and retention
- Deliver structured training to new and existing clients based on our product offering
- Collaborate with internal teams to improve client outcomes and enhance product effectiveness
- Contribute to refining knowledge bases, testing procedures, and client communication workflows
- Identify client needs and provide tailored recommendations on our products and services
- Participate in rotating weekend and public holiday support (with appropriate remuneration)
What We’re Looking For
Essential Experience & Skills:
- 5+ years experience in customer success, account management, or technical support roles
- Demonstrated experience working within structured, process-driven teams
- Proven success in managing customer accounts and building long-term client relationships
- Strong written and verbal communication, problem-solving and organisational skills
- Technically competent with experience in software and technology products
- Adaptable and solutions-focused mindset
- Ability to mentor others and contribute to team improvement initiatives
- Experience in software, retail technology, data-related products or the jewellery retail sector
- Familiarity with POS software systems
- Proficient in using Zoho Desk or other similar CRM products
About Retail Edge Consultants
Retail Edge Consultants is a market leader in providing Point of Sale (POS), Stock Management, and Business Intelligence solutions for independent jewellery retailers and suppliers across Australia and New Zealand. We are committed to helping our clients succeed through smart technology and proactive service.
We are a progressive dynamic company, well respected in our marketplace, and leaders in our field.
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Your application will include the following questions:
- How many years' experience do you have as a Customer Success Consultant?
- Which of the following statements best describes your right to work in Australia?
- Do you have technical support experience?
- Do you have experience using point of sale (POS) software?
- How much notice are you required to give your current employer?
- Which of the following Customer Relationship Management (CRM) systems do you have experience using?
- What's your expected annual base salary?
- Are you available to work outside your usual hours when required? (e.g., weekends, evenings, public holidays)
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