Customer Support Specialist
Instant
Customer Service
Posted 6+ months ago
Customer Support Specialist
Team
Customer Success
Location
Sydney • Australia
Instant seeks a proactive Customer Support Specialist to be a key player in the success of our E-commerce Brands.
Instant is a technology company on a mission to power the world's most innovative brands, driving their revenue and retention on autopilot. We are entering an exciting hyper-growth phase, expanding the business by over $1M in new revenue every month, have 4 products in market, entering and hiring in new global regions, raised $30M+ by top VC’s across three funding rounds, and we want you to be a critical part of scaling up this velocity even further!
We’re on the hunt for a Customer Support Specialist to join our growing team. Here at Instant, we’re all about two things: creating an exceptional product and delivering a top-notch service to our customers. You’ll collaborate with our Customer Success team to play a critical role in delivering a rewarding, sticky and satisfying experience for our brands.
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Apply Now → & join the fun!
As a Customer Support Specialist you will:
Connect with customers across various channels like live chat, email (tickets), phone, and zoom to provide personalised support.
Develop both internal and external documentation to expand our knowledge base.
Help customers align their goals and challenges with solutions from the Instant suite of products.
Act as the bridge between our customers and the Instant team, ensuring their feedback shapes the best possible version of our product.
Work closely with our product team and guide users through the entire support process, from reporting issues to verifying fixes.
Host online webinars and one-on-one sessions to educate customers on our platform's features and best practices.
Keep customers informed about new features and updates, helping them get the most out of Instants products.
What you’ll bring to role:
Experience in customer or technical support; SAAS or Ecommerce experience is a bonus.
A positive attitude with empathy, a willingness to learn, and a collaborative spirit.
Familiarity with help desk software and support tools; HubSpot knowledge is a plus.
Strong problem-solving abilities and the capacity to juggle multiple tasks.
Exceptional written and verbal communication skills.
Proactive, adaptable, and able to take initiative.
Degree or background in technology/ information systems is a plus.
Instant, more than just a job.
Competitive Salary
We commit to paying globally competitive salaries to our incredible team.
Equity in the company
Nobody is a renter. Everyone is an owner, having equity in the company so we can all benefit from our hard work and future success.
Company Offsites
We always aim to go away at points across the year as a company to celebrate achievements, as well as dig deep together on company strategy, opportunities and the exciting future ahead.
Life Leave
Supporting work/life balance at Instant with an extra 2 paid days off per year for ‘Life!’ to assist with moving house or your kids sports carnival for example.
Flexible Home vs Office
Instant prioritises the value, creativity and energy of being together in person, based in our newly opened offices in Sydney or New York. We have a flexible balance, and work from home 2 days per week.
A-Player Team
A-players want to work with A-players, and hence we take our team and talent very seriously. We work hard, stay focused on the things that matter, and celebrate the wins.
KitKat Days
We have company-wide KitKat days where our entire company, just like the slogan, takes a break (all on the same day!)
$1K Wellness Budget
Each team member receives an annual $1,000 allowance to spend across Wellness and Growth. This could contribute towards a gym membership or educational course.
Company Socials
We allocate an annual social budget towards regularly having fun, taking a break and getting to know each other a little more as a team! Previously we have done Axe Throwing, Bowling and even Surfing together… just to name a few.
Tools
You’ll receive all new equipment including a MacBook Pro, monitor, and accessories.
👋
Apply Now → & join the fun!
