Our company is a leading provider of cutting-edge SOC (Security Operations Centre) and SIEM (Security Information and Event Management) solutions. We empower businesses to secure their digital futures. As we continue to grow, we are looking for a dedicated and customer-obsessed professional to join our team as a Customer Experience Manager.

We are proud to foster a diverse and inclusive workplace and strongly support women in IT, encouraging them to apply and grow their careers in cybersecurity.

You will be the primary point of contact for our customers, guiding them from their first exciting steps onto our platform through to becoming empowered, successful users. If you get genuine satisfaction from solving problems, building relationships, and ensuring customers feel heard and valued, this is the perfect role for you.

Your Mission:

As the cornerstone of our customer success team, you will be responsible for the end-to-end customer experience. Your goal is to ensure every client is not only satisfied but truly successful with our platform.

Key Responsibilities:

Onboarding & Adoption: Guide new customers through the initial setup and onboarding process, ensuring a smooth and welcoming introduction to our platform.

First-Line Support: Be the first port of call for customer inquiries and issues. Provide prompt, courteous, and effective first-level technical support.

Problem Resolution: Take ownership of customer tickets. Diagnose issues, provide solutions, and if needed, expertly escalate complex technical problems to our engineering team.

Customer Advocacy: Proactively follow up with customers to ensure their issues are fully resolved and they are achieving their desired outcomes. Be their champion internally.

Ticket Management: Meticulously manage and track all support tickets to ensure timely and satisfactory closure, maintaining clear communication throughout.

Feedback Loop: Gather and relay customer feedback to our product and development teams to help shape the future of our platform.

What We're Looking For:

A Customer Superstar: Your interpersonal skills are your greatest asset. You are empathetic, patient and possess outstanding verbal and written communication skills.

A Proactive Problem-Solver: You have a natural desire to help people and a knack for troubleshooting issues methodically.

Service Over Syntax: While technical knowledge is a bonus, a fantastic attitude and a passion for service are non-negotiable.

Organised & Diligent: You are highly organised, able to manage multiple customer priorities simultaneously, and never drop a ball.

Beneficial Technical Skills (Training will be provided):

A basic understanding of common IT environments is highly advantageous, including:

Linux and Windows operating systems

Microsoft Office 365 suite and admin basics

General networking concepts (IP addresses, DNS, etc.)

Previous experience with a SaaS platform, CRM (like Salesforce), or support ticketing system (like Zendesk) is a plus.

Why Join Us?

Excellent Culture: We are a collaborative, supportive, and inclusive team that values every member's contribution.

Work-Life Balance: We trust our team. Enjoy a flexible hybrid working model that allows you to work from our modern Sydney CBD office and from home.

Make an Impact: Play a critical role in a growing cybersecurity company and see the direct results of your work on customer success.

Growth Opportunities: We invest in our people. Develop your skills in customer success and cybersecurity, with a clear path for career advancement.

Championing Diversity: We are committed to building a team with a variety of backgrounds, skills, and views. We strongly support and encourage women in technology to apply.

Ready to help us deliver an unmatched customer experience?

If you are a friendly, motivated individual who loves making customers smile, we would love to hear from you.