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Customer Experience Specialist
EstimateOneCustomer Experience Specialist supporting builders, subcontractors, and suppliers on E1’s SaaS tender management platform. Resolving complex issues while optimizing AI support, self-service, training, and technical integrations.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in delivering exceptional customer support in a SaaS environment, with a focus on improving processes and tools. Capable of managing technical implementations and optimizing support platforms while fostering strong cross-functional collaboration.
Highest-signal resume keywords
Customer Support ExperienceSaaS Environment ExpertiseSalesforce ProficiencyTechnical Implementation SkillsProcess Improvement Mindset
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportProblem SolvingTechnical Concept SimplificationProcess ImprovementAPI IntegrationSSO ImplementationKnowledge Base ManagementData Trend AnalysisSelf-Service Experience EnhancementCustomer Training Delivery
Soft Skills
Relationship BuildingCross-Functional CollaborationMotivated Self-StarterPassionate ApproachCommercial Awareness
Tools & Technologies
Lorikeet AI Support PlatformCRM PlatformsSalesforce
Industry Keywords
Customer SuccessSupport FunctionCustomer ExperienceRetentionGrowth
About the role
Key responsibilities & impact- Deliver expert support to Builders, Subcontractors and Suppliers
- Resolve complex and high-impact customer enquiries
- Improve the systems, tools and processes supporting the Support function
- Manage and optimise the Lorikeet AI support platform
- Identify opportunities to improve the knowledge base and self-service experience
- Partner with Product, Customer Success and Commercial teams on strategic customer projects
- Deliver specialised customer training
- Support technical implementations such as SSO and API integrations
- Help build a more scalable and efficient Support function
- Identify customer experience trends and improvement opportunities
Requirements
What you’ll need- Proven track record delivering exceptional customer support or customer success in a SaaS environment
- Ability to solve complex problems and simplify technical concepts for customers
- Experience with CRM and support platforms such as Salesforce
- Comfort learning new technologies
- Systems mindset with experience improving processes, tools and ways of working
- Ability to identify trends and opportunities to improve customer experience
- Strong relationship-building and cross-functional collaboration skills
- Commercial awareness of support’s impact on retention and growth
- Motivated, self-starting and passionate approach
- Ability to champion company values
Benefits
Comp & perks- Superannuation
- Equal opportunity and diversity and inclusion commitment
- Support or access requirements accommodated during the application process
- Commitment to responding to every applicant