Customer Experience Specialist

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About Us
Syncio is on a mission to take commerce to its next stage - Collaborative Commerce. We’re doing this by making the fundamental building blocks of any retailer - inventory, easily shareable across online stores. This is a world where retailers can seamlessly access products from any brands to sell and help each other grow.

Syncio is a high-growth startup that is currently servicing over 4,000 online merchants with some high profile customers such as Volcom, GAP, and Kookai. Syncio processes over $50m in product value and 1,000,000+ inventory updates a month.

We have achieved these accomplishments through a strong product-led growth philosophy. Our pillars of growth are in customer and product, we need to delight customers, and the first and foremost way is through our product, and then secondly, being there to support them through their journey.

This role is perfect for someone who wants to join a fast rising startup that is passionate about ensuring every customer has a seamless experience. You will be a fast learner and become an expert in our software but love learning something new about it through each customer interaction.

You will get your hands dirty speaking to customers as you answer their inquiries, but also be involved in improving our CX process and systems. You will work directly with the CEO and the product team on making sure that the customer’s needs are met through ticket resolution but also through helping shape our product roadmap.

  • First point of contact for customer inquiries. Nurture inbound leads into customers.
  • Write and improve customer support processes.
  • Manage and enhance Intercom capabilities.
  • Collect and analyze customer support data to optimise customer experience in collaboration with the product team.
  • Help define KPIs and reporting to track progress.
About you
  • You love to work with people and your superpower is empathy.
  • You have a high threshold and stamina for challenges, with a deep reservoir of grit to tap into.
  • You value action over debate, and always bias towards action.
  • You don’t just problem solve, you problem find.
  • You are a CX fanatic - you just love improving and driving customer experience through better automation or processes.
  • Competitive remuneration with scope to participate in our employee share scheme.
  • Opportunity to fast track career progression with a fast growing international company.
  • Flexible working arrangements - our team is fully remote currently.
  • Great co-working space in Melbourne, Australia (in the CBD) with great coffee, social events, and amazing residents.
We're excited and grateful for your interest and application. This role is life-changing because we do things that have a huge impact both personally and at a world level. Strap on and enjoy the ride!