Role: Customer Support Exec, APAC

Location: Sydney, Australia and home working/ remote

Reporting to: General Manager, Asia Pacific with a dotted line into the London/ Lisbon based Customer and Support teams

Start date: ASAP

Salary: $70,000 - negotiable depending on experience (with a quarterly commission and an annual bonus)

Contract: Permanent, full-time contractor role (you will need an ABN)

ToucanTech is a smarter community software to help organisations engage their members, streamline processes and amalgamate multiple systems into one. The platform combines a CRM, website builder, email, events, forms, payments, a mobile app and more.

More than 300 organisations across 27 countries use ToucanTech to operate more efficiently and increase engagement from their communities. Our customers are cause-based and make a positive difference in the world. They include a range of schools, charities, universities, museums, professional associations and clubs.

50 Toucans work in London, Lisbon and Sydney in tech, product, data, customer, marketing and sales roles. You’ll be a good fit if you’re naturally curious and like to be challenged and if you want to help community managers achieve more with smarter software.

About you

• We are looking for a high-energy, tech-savvy early-stage career professional to join our team to work in a team to support our growing customer base, including those in different timezones (across Australia, NZ and Asia) during an exciting stage of fast growth for ToucanTech...
• You are a natural communicator, proficient with software, data and design and interested in our customer base: schools, non-profits and membership groups.
• You should be a talented, smart and enthusiastic customer-focused individual, with strong organisational skills, who will answer customer questions (over the phone, email and instant chat) and be confident in providing online training and answering product support questions
• You will work efficiently with the ToucanTech Product and Customer teams to resolve customer queries and will be able to work a short daily shift during Australian business hours to support our local customer base in the Asia Pacific region.

Your responsibilities will include:

• Building relationships with our customers to understand their goals, challenges and processes
• Responding to customer queries in the middle of the day when ToucanTech’s European support desk is closed (typically 11am - 2pm Sydney time) and picking up/ handing over these support discussions smoothly with your colleagues in Lisbon/ London
• Developing deep product knowledge of the ToucanTech software to help customers maximise value and help articulate the difference between ours and competitor products via interviews, research etc to support ongoing marketing efforts.
• Running account reviews and ‘check in’ calls with customers to track their happiness levels, personnel changes and future plans - and completing any actions/ next steps following these calls
• Feeding in customer suggestions to ToucanTech’s product development team by completing enhancement requests on Airtable
• Providing the local ‘face’ of customer management at regional conferences, leading discussions and building rapport with our existing customer base at these events.
• In conjunction with marketing follow-up on delivery of marketing commitments agreed by customers in exchange for discounts.
• Taking ownership of any regional-specific bugs/issues that are ‘critical’ for keeping customers happy and ensuring the customer is updated on these new features, including handing over management of these bugs overnight to the European team
• Identifying new opportunities for customers, introducing new add-ons or core modules and associated upsells to the account.
• Working on the customer renewal pipeline (working closely with the UK head office Customer team)  to maintain our high customer renewal rate, including writing renewal proposals with bespoke pricing offers when required
• Running energising and inspiring training via webinars and 1-2-1 sessions
• Helping to host engaging customer events programmes of VIP dinners, interactive roundtables, Q&A Clinics, Guest speakers and more
• Updating our Customer Support community and database (powered by ToucanTech!) with over 2k ToucanTech admin users worldwide - replying to customers, sharing interesting info and building engagement. Driving engagement via the local group/forum.
• Support the organisation of, logistics management of and attendance at conferences both interstate and internationally (at least 6 travelling opportunities in 2023). Your role at a conference will be the point person for our customers to do ad-hoc training and build relationships.
• Supporting the APAC General Manager with ad hoc sales, marketing and administrative tasks, such as creating email outreach lists, helping to set up meetings and book in sales demos

Some of the benefits of this role

• Be part of a growing B2B tech business with an interesting international client base
• Work in partnership style with customers and build meaningful relationships (different to customer ‘call centre’ roles where you rarely speak to the same customers repeatedly)
• Learn highly transferable skills for working in any tech business customer role
• Training and support to develop your skills and career
• Regular team events, meetups and birthday cake!
• 24 days a year (plus public holidays)
• Flexible working encouraged
• Annual training budget and optional mentoring programme
• Company laptop and equipment
• Potential for travel around Australia and to visit international customers, attend overseas conferences and customer meetings