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Customer Success Representative

Listed 25 days ago

Storypark creates tools for educators, early childhood education services and families to collaboratively document, share, discuss and strengthen the learning and development of children. 
  
We’re here to make a difference. We’re well established as market leaders in the early childhood online education space in New Zealand and Australia. Reinvesting in the communities we’re a part of is part of who we are — we provide free access to Storypark for families and over 300 centres who work in vulnerable communities.  
 
And we’re now setting our sights on expanding globally and deepening the impact our products create. 
  
Join the team voted one of the best Kiwi startups and tech companies to work for in 2023 by Matchstiq.io. With our high growth and high-impact career opportunities, we care deeply about building something that matters, with people we love to work with. 
 

The role: 

As part of our Customer Success team you’ll be responsible for providing a superior customer experience. You’ll be supporting teachers and family members, nurturing them to become passionate Storypark users, answering their questions, tracking feedback and providing insights from customers to the wider Storypark team. You’ll also improve our customer experience by refining systems and processes that create ever-improving depth of connection and impact. 

This role is based in our Wellington office. 
  
About you: 
  • You have exceptional communication abilities both verbal and written 
  • You have a friendly and helpful manner and a natural empathy for people 
  • You find it easy to build rapport over the phone and email quickly and are energised by helping people 
  • You have a sharp eye for detail and an analytical and methodical approach to problem-solving 
  • You’re a tech-confident quick learner with a positive attitude who can navigate different IT systems and follow processes 
  • You have experience in a customer service role (ideally 2+ years)
  • Experience within a SaaS environment would be advantageous, but not essential 
  • You have the legal right to work in New Zealand 
  
You don't need to match every listed expectation to apply for this position. Here at Storypark, we know that diverse perspectives foster the innovation we need to be successful, and we're committed to building a team that encompasses a variety of backgrounds, experiences, and skills. 
  
  
Core responsibilities: 
  • Establish and nurture strong relationships with customers, serving as one of the main points of contact 
  • Respond promptly to customer inquiries and provide timely and effective solutions to address their needs and concerns. Troubleshoot technical issues and collaborate with cross-functional teams to resolve complex problems 
  • Be the voice of the customer and advocate for the customers within Storypark. 
  • Work closely with other teams to ensure seamless handoffs, alignment on customer needs, and effective resolution of customer issues 
  • Assist with upselling, cross-selling, and renewing subscriptions 
  • Maintain accurate and up-to-date customer records, document interactions, and refine and update knowledge and best practice guides with internal teams to drive continuous improvement 
  • Guide new customers through the onboarding process, providing product demonstrations, training, and best practices to ensure a successful implementation and adoption as well as helping to refine our customer onboarding process 
  
What next? 

We’ve partnered with Kin to fill this exciting role.  If you want to play an instrumental part in supporting awesome products that really make a difference, then click apply now or contact [email protected] for more information.  We’ll be reviewing applications as we go, so apply today.  Applications close as soon as we find the right candidate.
Job type
  • Call Centre & Customer Service
  • Permanent / Full Time
  • Wellington
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