Senior Customer Success Specialist (Full-Time)

Senior Customer Success Specialist (Full-Time)

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Blue Mountain Co is a rapidly growing Australian company specializing in Rain Harvesting, IoT water solutions, and Gutter Mesh products. We're committed to exceptional customer service and are building a world-class customer success team to support our ambitious growth plans across Australia and internationally.

The Opportunity

Join our dynamic Customer Success team as a Senior Specialist where you'll be the primary voice of our company for customers worldwide. This role combines advanced customer service expertise with AI-powered tools to deliver exceptional experiences across our Rain Harvesting, IoT, and Blue Mountain Gutter Mesh brands.

What makes this role unique:

Work with cutting-edge AI tools that handle routine queries, letting you focus on complex problem-solving

Direct impact on customer satisfaction and business growth

Opportunity to shape processes and mentor junior team members

Exposure to innovative water harvesting and IoT technologies

About the Role

Primary Responsibilities:

Customer Excellence: Handle complex customer inquiries via phone, email, and chat with a focus on first-call resolution

Solution Identification: Proactively identify customer needs and recommend appropriate solutions to drive satisfaction and revenue

Account Management: Conduct outbound calls to existing customers for relationship building, order follow-ups, and growth opportunities

AI Collaboration: Utilize advanced AI agents to access product information, generate quotes, and provide technical support

Process Leadership: Contribute to process improvements and knowledge base development

Team Mentorship: Support and train junior team members and new hires

Quality Assurance: Maintain exceptional standards in all customer communications

Performance Expectations:

Handle 35+ customer interactions daily (phone, email, chat)

Maintain 70%+ first-call resolution rate

Achieve 85%+ customer satisfaction scores

Process 25+ orders daily with high accuracy

Spend 60-75% of time in direct customer interaction

Daily Activities:

Take and make customer calls across multiple time zones

Respond to complex product inquiries and technical questions

Generate quotes and process orders using integrated systems

Collaborate with product development and warehouse teams

Use AI tools for instant access to product specs, compatibility, and troubleshooting

Identify upselling and cross-selling opportunities

About You

3+ years customer service experience with proven track record of excellence

Strong phone communication skills with confidence handling 30+ calls daily

Problem-solving mindset with ability to handle complex, escalated situations

Comfortable with technology and AI tools - quick to learn new systems

Self-motivated with strong accountability and ownership mentality

Excellent written communication for email and chat support

Ideal Candidate:

Experience in technical product sales or B2B customer service

Familiarity with CRM systems and order management platforms

Previous experience mentoring or training team members

Interest in water harvesting, plumbing, or related industries

Demonstrated ability to identify sales opportunities during service interactions

Personal Qualities:

Genuinely enjoys helping customers solve problems

Resilient and positive attitude during high-volume periods

Curious and continuous learner

Collaborative team player who shares knowledge freely

Professional communication style with both customers and colleagues

What We Offer

Competitive salary based on experience

Performance bonuses tied to customer satisfaction and team goals

Professional development opportunities and training budget

Career progression paths to Team Leader and Account Manager roles

Modern office in Milton, Brisbane with free parking

Collaborative, open-plan workspace with supportive team culture

Latest technology including AI-powered customer service tools

Flexible working arrangements after successful probation period (up to 2 days WFH)

Fast-growing company with expansion plans across Australia and internationally

Clear career progression paths to leadership positions

Exposure to cutting-edge water technology and IoT solutions

Cross-training opportunities across different business functions

How to Apply

This is a full-time, office-based position starting immediately. Please submit your CV and a brief cover letter explaining why you're passionate about customer service excellence and how you've handled challenging customer situations in the past.

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