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Bluesheets is on a mission to bring the most innovative, time & cost saving technology to everyday businesses with our machine-learning and AI-powered system. We’re a revolutionary financial data platform that sits in-between business and accounting systems, automates manual data entry and brings financial transparency to organizations.

The Role

As a Customer Success Associate, you will ensure that we create the best possible experience for our users. You will be the gatekeeper of customer experience and act as the conduit between support, sales and the tech team. You will drive our business forward by adopting a customer-centric approach, helping our users realise the value and driving operational excellence as we scale.

Working closely with the founders in this small, close-knit team you are customer-obsessed, have a keen eye for efficiency and thrive in a strong culture of open communication, cross-functional teamwork, hustle to deliver value and respond to the needs of our growing customer base.

Your responsibilities will include:

• Actively managing new & existing accounts, including providing onboarding assistance and product/feature demos.
• Helping in troubleshooting and providing support to new and existing customers.
• Building and maintaining our support logic as we scale our operations.
• Liaising with our operations and technical team to deliver exceptional customer support.
• Serving as the lead point of contact for all customer matters.
• Implementing, improving and standardising key processes to ensure a consistent and delightful journey for the customers.
• Continually optimising the tools, processes and systems we use to deliver an effective customer support experience.
• Working closely with our product managers to provide feedback and help prioritise improvements based on customer feedback.
• Creating initiatives to drive customer satisfaction and adoption.
• Undertaking ad-hoc projects when required.

Ideal Profile

• You have a minimum of 2 years of experience working in account management, customer service, client service and/or customer support with SaaS platforms or similar technology businesses (or in a high growth/ early-stage start-up).
• You can provide evidence of leadership skills and are capable of effectively managing a team.
• You pay strong attention to detail.
• You have excellent written and verbal communication skills.
• You have the ability to effectively prioritize tasks and manage time, even under high-pressure situations.
• You are willing to get your hands dirty and do what it takes to create a customer-centric business that strives for ongoing operational excellence.
• You love to make someone's day - helping our users get the most value out of their subscription is what drives you!
• Familiarity with bookkeeping and finance including tools like Xero, Quickbooks, SAP etc would be a plus.

What's on Offer?

• Join an AI/ML based FinTech startup and work within a huge, growing industry of Financial Digital Transformation.
• Leadership position with a chance to design your own career path while enjoying lots of ownership and autonomy in your work.