Work at Tradify

Customer Support

We're the creators of the cloud based solution Tradify and we're looking for a highly talented, motivated Customer Support Champion to play a major role in our continuing growth.

Tradify is a real Kiwi technology success story – more than 7,000 tradies around the world depend on us to help them succeed in their business and life goals. We are at an exciting stage of company growth where we are searching for top talent who are going to get a buzz out of seeing the tangible impact of their work in the progression and evolution of Tradify. Customer success is at the heart of what we do, and we’re doing a pretty great job so far - Tradies have rated Tradify as one of the top small business apps in Xero’s marketplace, and we’re beating our own growth records every month.

We work hard but take the time to celebrate wins, we’re willing to go the distance for a product we believe in and we know what it takes to succeed as a high-growth business. This means a good balance between flexibility and a commitment to getting the job done when something urgent pops up. We’re proud to be working hard on great and innovative ways to help Tradies succeed each and every day, and you will need to be as well.

As the first point of contact for existing customers – you are an integral part of our team. You'll help them with their problems, get to know them, be friendly, patient, honest and you'll get lots of great feedback from happy customers whose lives you've made better.

We've got a great thing going and we need a whiz kid to help us show Tradies around the world how we can change their lives!! If you have a passion for customer support, technology and taking on the world then read on.

Your main tasks will include:

  • Providing setup assistance and answering inbound support queries via helpdesk, email and phone
  • Work closely alongside our sales team to help our trialists get over the line
  • Assist our development team in finding bugs and other product related issues
  • Automating customer support through the creation of content including FAQs, How to Guides and Screencasts
  • Work collaboratively to decrease churn and come up with new initiatives to help our existing customers succeed and grow
  • Supporting our product and marketing teams with valuable customer insights

What you'll bring to the table:

  • If you're going to win in this role you'll need to be a strong written and oral communicator and be able to explain how the internet works to your Grandma without her falling asleep
  • 1-2 years exposure in a technical support environment (or able to tangibly show us how epic you are even without it), and even better if you have relevant experience in an industry such as software, telecommunications, e-commerce, or any other cloud applications.
  • Bonus points if that experience is in a similar role within another startup and if you have some experience within Intercom, Zendesk, Freshdesk or similar
  • Extra bonus points if you have an understanding of business administration, using Xero, MYOB, Quickbooks etc
  • Are highly empathetic, patient, resilient and find that you can relate to people from all walks of life
  • Worked and thrive in a fast paced environment
  • Above all you must be excited about becoming a world class SaaS customer success extraordinaire and doing whatever it takes to own this role for a global SaaS business doing cool stuff

Interested? Get in touch to show us how awesome you are.

Team Tradify