hammerjack

Customer Support

• Manage AMER & EMEA-time zone support team and handle support escalations.
• Develop a high-performing support team and grow team with skilled hires.
• Create inclusive, collaborative, and productive team culture; coach and train team members.
• Set goals, manage performance, celebrate successes and address underperformance.
• Deliver excellent customer experience across phone/email/chat/zoom with empathy and clarity.
• Create seamless experience with other teams to convert trialists, onboard product, manage accounts, and mitigate churn.
• Contribute to and expand the Help Centre content and accessibility.
• Be highest escalation point before dev team and drive product fixes/improvements.
• Become product master and relay voice of the customer to product team and improve bug resolution.
• Work in Intercom ticketing system to ensure timely, helpful responses about software and hardware problems.
• Provide regular feedback on support trends, key metrics, and NPS scores.
• Install and download software; determine software and hardware requirements; adapt existing programs; ensure efficient use of applications and equipment.

Customer Support Manager

QA Engineer

• Collaborate with business stakeholders and product owners to understand user requirements and acceptance criteria.
• Design and document test plans, test cases, and test scripts based on business and functional requirements.
• Execute user acceptance tests to validate that the system meets user needs and expectations.
• Identify, document, and track defects, resolving them before release.
• Verify that new features and updates work as intended from an end-user perspective.
• Perform regression testing to ensure new changes do not negatively impact existing functionality.
• Provide clear, concise feedback on test results and system performance.
• Communicate with developers and project teams to resolve issues identified during testing.
• Assist in training business users to test and use the application effectively.
• Prepare and maintain test documentation for audit purposes.

UAT Tester

Content Manager

• Create and deliver GTM content in external channels to drive growth, including building client relationships, identifying client needs, how company's products and services can meet client needs
• Owns content creation for key buyer interactions and campaigns
• Suggest innovative ways to present and package content to maximise engagement with the company's content and understanding of our client impact
• Understand the company's business landscape to align content with the company’s positioning and messaging
• Harmonise Global and local objectives within the scope of content strategy and production
• Manage multiple projects in a fast-paced environment, ensuring the timely delivery of high-quality content
• apply knowledge of typography, color theory, and composition to design content for digital platforms (and print as appropriate), including social media
• Collaborate with the leadership, sales, solutions and practices to create compelling (content) communications
• Brand champion – ensure all visual designs align with the company's brand guidelines, maintaining a consistent and professional visual identity
• Iterate on feedback-based designs, refining and enhancing materials to improve clarity and impact
• Possess the ability to communicate and empathise with stakeholders. By understanding the business objectives and success criteria of each project, the successful candidate will align their skills and efforts seamlessly with the company’s strategic goals.

Content Marketing Manager

• Create and deliver GTM content in external channels to drive growth, including building client relationships, identifying client needs, how company's products and services can meet client needs.
• Owns content creation for key buyer interactions and campaigns.
• Requires demonstrating knowledge and proficiency in buyer behaviors.
• Uses sales metrics to identify and quantify effective marketing strategies.
• Will continually evaluate and deploy new and improved deployment methods.
• Suggest innovative ways to present and package content to maximise engagement with the company's content and understanding of our client impact
• Understand the company's business landscape to align content with the company’s positioning and messaging
• Harmonise Global and local objectives within the scope of content strategy and production
• Manage multiple projects in a fast-paced environment, ensuring the timely delivery of high-quality content
• Desirable: apply knowledge of typography, color theory, and composition to design content for digital platforms (and print as appropriate), including social media
• Collaborate with the leadership, sales, solutions and practices to create compelling (content) communications
• Brand champion – ensure all visual designs align with the company's brand guidelines, maintaining a consistent and professional visual identity
• Iterate on feedback-based designs, refining and enhancing materials to improve clarity and impact
• Possess the ability to communicate and empathise with stakeholders. By understanding the business objectives and success criteria of each project, the successful candidate will align their skills and efforts seamlessly with the company’s strategic goals.

Content Specialist

Executive Assistant

• Provide confidential and professional administrative support to multiple members of the Senior Leadership Team (SLT).
• Support SLT to prepare documents, reports and presentations for internal and external stakeholders.
• Provide diary management and calendar support for SLT.
• Assist with travelling arrangement and business-related expense claims for SLT.
• Coordination of meetings including minutes, appraisals, supervision and relevant team activities.
• Coordinate events and workshops including arranging venues, catering, preparing agendas, distribute papers and minutes, setup room, and enabling video or teleconferencing facilities.
• Any other administrative tasks as requested by the SLT.
• Support Office Managers with travel bookings for employees during busy periods.
• Cover the office management role if the Office Manager is on leave.
• Provide cover for Reception as needed (breaks, annual leave, and sick leave).
• Behaviour consistent with the company's policies and values.
• Commitment to personal and professional development.

Bookkeeper

• Xero account coding & bank reconciliation for weekly and monthly bookkeeping clients
• Prepayments/Accruals/Fixed asset coding & reconciliations
• Processing of payroll through Xero
• Processing supplier invoices in Hubdoc
• BAS / IAS preparation
• Processing of Payroll - adding new staff, bonuses, benefits, etc.
• End-of-year payroll reporting
• End of tax year (30 June) reconciliations / returns for BAS
• Worker Compensation estimates and actuals declarations
• Preparation and review of management accounts pack from Xero each month
• Potential growth into processing individual Australian tax returns
• Proactively raise potential risks for clients and the business based on data and observations from checks performed and provide recommendations to mitigate impacts
• Any task deemed necessary by the Team Manager or Service Delivery Manager
• Recording transactions such as income and outgoings and posting them to various accounts
• Requires strong time management and organisational skills

Accountant

• Analyze data related to tax returns, financial reports and accounting records.
• Check financial records to make sure that businesses are running efficiently.
• Reconcile bank accounts, oversee tax filing and coordinate annual audits.
• Prepare balance sheets, profit, and loss statements, and other financial reports.
• Analyze trends, costs, revenues, financial commitments, and obligations incurred to predict future revenues and expenses.
• Collect, track, and correct the company's finances.
• Ensure all financial records and statements are in line with laws, regulations, and generally accepted accounting principles (GAAP).
• Document business financial transactions over time.