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Customer Operations Specialist

  • Onboarding & Implementation
  • Full-time
  • Perth, AU
  • Remote friendly

2022-03-22 05:42:21 UTC

Join one of Perth's fastest growing tech startups in the Mining.

*Correction one of the World's fastest growing tech startups in mining

Since 2020 we have have seen a phenomenal business growth for us with over 10x in number of customers which includes brands such as TopDrill, Northern Star, Seismic Drilling and Sandfire.

CorePlan is the world's only digital operations platform for mining. We are on a mission to becoming a unicorn.

With your help, we have ambitious goals to scale the business locally, globally. Our success has been two part and we feel #blessed. It's because:

  1. of customers that challenge the status quo from Tier 1 and Mid-tier companies like AngloGold and Chalice Mining to entrepreneurial drilling companies such as TopDrill and Seismic to small boutique and entrepreneurial drillers.

  2. of our close knit team that's usually committed and love what they do to deliver a white glove experience for each and every customer to delivery the ultimate customer experience.

About You

You're a relentless advocate for customer satisfaction and can fearlessly juggling multiple tasks, projects or what not. You are a self-starter, a self educator, a true wordsmith, and an organiser of chaos. You are an unstoppable force of nature that gets sh*t done.

The sky's the limit here - this job will give you the opportunity to acquire diverse experience on an accelerated timeline vs. what you would get at a "normal" job

What You'll Do

  • Work with CorePlan customers and your team members to intimately understand the needs and goals of each and every customer. You’ll coordinate a seamless onboarding experience that the customer’s employees will love.

  • Triage and respond customer support tickets with utmost care and escalate where necessary.

  • Communicate with customers via email, phone or using our helpdesk software.

  • Gather required material from customers timely and coordinate with the team to set up their accounts.

  • Run in person and video demonstrations and training with customers on how to use the CorePlan platform.

  • Create and implement professional customized email templates, plans and facilitate calls with clients to answer questions, address issues, define objectives.

  • Attend in-person presales meetings facilitated by sales and onboarding lead.

  • Prioratise and consistently communicate with customers on the progress of their accounts in the onboarding phase.

  • Work with the support team to ensure that all customer support related issues are resolved quickly and escalate instances if necessary.

Sounds good so far? We are looking for you if you:

  • Have a minimum 3 years of professional experience with a minimum of 2 years in a customer facing role. Experience in a tech startup environment is a plus.

  • Are a task master with the ability to manage your time effectively whilst working with multiple customers on tight deadlines.

  • Are a problem solver and has a deep love of action (getting sh*t done)

  • Are an investigator, a researcher, a curious learning machine and you pick up things fast and run with them.

  • Have an intuition for people and passion for strengthening customer relationships.

  • Tech-savviness. You’ll be using multiple systems in your role, and Hubspot or Salesforce experience is a plus

  • Are a team player with great interpersonal skills. The team is very close knit and unusually passionate about what they do. We’d want you to be the same.

  • Bonus: Have an understanding of customer success philosophies.

What will you get in return?

  • Jump aboard a rocketship at the ground floor! We are growing rapidly and we’d expect you to build your own team in the next 12 months.

  • M1 Macbook (oh yeah!)

  • Hands-on experience working with a modern software platform which is revolutionising the mining industry.

  • We are a modern tech company so you will have a fun workplace and flexible working arrangements. (we have a hybrid work model)

  • The opportunity to make an impact and grow with the business as we expand rapidly.

  • Build a unique network in the mining and technology industry.

  • Unlimited supply of chocolate to stimulate creativity when you're in the office.

How to Apply

Applying is a piece of cake, but like with all good things it takes time. See, while we know you're awesome, and you're resume might look great, we'd like to get to know about you who you are and what drives you.

So, please do us a huge favour and make it really easy to find you in a crowd of applicants and tell us how awesome you really are!

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Remote restrictions

  • Must be a resident of Australia