Service & Warranty Specialist

We are looking for a motivated and experienced Customer Success Manager to champion the high standard of excellence demonstrated by our team on a daily basis. Our ideal candidate will be responsible for engaging and managing relationships with our clients, ensuring their satisfaction with our product and services, and driving revenue & retention. Very importantly, you will act as the key support and technical escalation point.    Responsibilities  Develop a deep understanding of our product and its features, and work closely with customers to help them get the most out of our solution  Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise  Act as the key point of technical and support escalation  Proactively identify opportunities to upsell and cross-sell our services, and work with the Sales team to close new business  Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn  Drive adoption and usage of our product by providing guidance, training, and best practices to our customers  Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and raise the company's NPS  Represent the voice of the customer to internal teams, and provide feedback and insights to help drive product and service improvements    Requirements  Bachelor's degree in business, marketing, or related field  3+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business  Outstanding execution and product demonstration abilities  Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders  Excellent problem-solving skills, with the ability to identify and resolve complex issues  Demonstrated ability to manage multiple projects and customers simultaneously  Familiarity with customer success metrics, and the ability to analyze and interpret data to drive action  Experience with CRM and customer engagement software (e.g. HubSpot, Intercom)  Previous experience working with timesheet, payroll, or accounting software a bonus  Ability to work independently and remotely, with a strong work ethic and time management skills  Familiarity with our industry is a plus 

First Focus is Australia's best mid-market Managed Service Provider, bar none (check it out! We got named the best MSP in Aus for the 8th year running at CloudTango dot com). We are growing fast and now have over 300 staff across Australia, New Zealand, Philippines, South Africa and Ireland. We are a motivated and very focused company, with almost 20 years of consistent growth and we're continuing to win new clients and challenge ourselves to take on new things. We pride ourselves on being a genuinely great place to work, with a dynamic values centred culture, clear vision and strong leadership. We only hire the best people and are a looking for a dynamic IT professional with a deep understanding of both IT Service Delivery and the needs of enterprise clients to take on this great role. We are looking for the best Service Delivery Lead in Australia. Why would such a talented individual consider coming to First Focus? What makes First Focus better than where you are today? Be supported by our management team to seamlessly deliver services to our largest clients We understand the value you deliver, and we will make sure your voice for your team is heard! We find and retain the best. Best Onsite Technicians at the client's site, best technical escalations best team leads, best Project Engineers, best team! We know this isn't enough. If you are who we hope you are, you want personal growth, career opportunities and to be able to make and own change. All of those things are found at First Focus. The Role: We’re looking for an experienced and passionate Service Delivery Lead (SDL) to lead one of our pods (a high-performing national team of support technicians) to deliver exceptional service to a portfolio of our clients. This role combines service excellence, team leadership, and operational oversight. You’ll contribute to the end-to-end service experience for our clients, ensure SLA adherence, support day-to-day operations, and deliver continuous improvement. You’ll work closely with internal teams such as Dispatch, Projects, and Client Services to ensure service delivery is seamless and aligned with client needs. You’ll also play a role in escalations, working directly with clients and often being the first point of contract, working with stakeholders across the business to get the best for clients,. Requirements The perfect candidate for this role will be technically literate, and have solid experience liaising directly with customers, helping ensure service delivery and support agreements are met and exceptions are captured and addressed. If you are at the top of your game in a MSP, MSSP or integrator or bring relevant experience and are looking for the next big step, this could be it. Rather than give you a long list of wants, we'll keep this brief. The following four things are non-negotiables: Demonstrated experience in Service Delivery or a closely related discipline inside an MSP, MSSP, or IT integrator environment Solid commercial acumen, with the proven ability to deliver outcomes for clients Deep understanding of ITIL-based service delivery and a passion for structured, high-quality client service Outstanding communication and stakeholder management skills, with the ability to build trust and influence outcomes A proactive, accountable, solutions-focused mindset and strong attention to detail Values that align with ours — visit the About Us page on the First Focus website to learn more Benefits First Focus’ values are based around keeping everyone informed, aligned, supported, and rewarding performance. Some examples of this include: Competitive salary package All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors First Focus understands the importance of flexibility for a satisfying work-life balance and activity work to ensure our team have a life outside of work ‘Never Stop Growing’ is deeply embedded in our DNA - we offer 10 paid study days per year and support employees towards certifications and qualifications - we will not only pay for the exam but will also give you a pay rise for achieving certs (conditions apply, of course) Staff are encouraged to take advantage of our weekly internal training sessions and library Opportunities for personal and professional development with our FastTrack mentoring program We have our very own MAD (making a difference) Council, focusing on equality, charity, and the environment Option of a Tesla company car as part of your ongoing employment package (conditions apply) Regular social events and a great team culture! First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

At Jaybro, we are a leading supplier of building materials for construction sites, road and civil construction, local government, and more. We are currently seeking a friendly, passionate and customer-focused individual to join the role Customer Service Team. As a member of our team, you will be responsible for ensuring our customers receive excellent service and support in their purchases. About the Role In this role, you will work alongside a fun and experienced team to provide expert product knowledge, answer calls, process orders, and resolve customer enquiries. You will have the opportunity to gain knowledge of our products and the construction industry and make a meaningful contribution to the success of our team. Responsibilities Manage high-volume customer inquiries by phone in a friendly and helpful manner. Respond to email queries Process customer orders accurately and efficiently and follow up with customers to ensure satisfaction. Maintain accurate and timely records of all customer transactions and interactions. Provide product information to customers and sales representatives. Address customer complaints and concerns in a prompt and professional manner. Work closely with our sales and operations team to ensure timely delivery of products and services. Participate in customer service training. Requirements Proven experience in customer service, high call volume and upsells/cross-sells, preferably in a construction-related industry. Excellent communication skills, both written and verbal. Strong attention to detail and accuracy. Ability to multitask and prioritise competing demands in a fast-paced environment. Proficiency in Microsoft Office and experience using CRM software. Highly motivated and able to work independently as well as in a team environment. Knowledge of construction materials (consumables) or related products would be ideal. Benefits $70k + Super + Profit Share Scheme Certified as a Great Place to Work®! Work in a fun and supportive work environment! Hybrid model - Work from home 2 days a week after successful probation. Great company culture & high employee engagement WHEREFIT discounts! Career advancement, personal training & development programs Dynamic and supportive Management & Team If you'd like to join a winning team and a company with a fantastic culture and plenty of room for growth and development, please apply now. As part of Jaybro Group's recruitment process an Online assessment & criminal history check will be required. Only successful candidates will be contacted. Jaybro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Competitive Salary: $65,000 - $70,000 + Super + Bonus At the heart of our service offering are our people and our promise to deliver a no better logistics experience. efm Logistics is leading as the largest 4PL provider in Australia & NZ, meaning we do much more than just ship goods. We design, build, manage and provide integrated, optimised supply chain solutions. As an independent service provider, we create tailored transport and warehousing solutions using a single technology platform and a dedicated Account Management team. Backed by 200+ industry experts, our people, technology, and innovation set us above from the competition. Requirements As a Customer Service Specialist based out of our Pyrmont office, you will be responsible for: Supporting and managing of the day-to-day movement of freight within your portfolio Providing valuable insights into the movement of customer freight and potential issues to Account Managers to support the delivery of the best logistics experience Reviewing and reporting on daily freight movements Resolving enquiries in a way that provides a no better experience Escalating priority issues when required relating to all aspects of your accounts Building solid long-term relationships with your dedicated account portfolio across a broad range of industries and national transport providers What we're looking for: Tertiary qualification or 2+ years experience in Customer Service Strong written and verbal communication, and problem-solving skills Sound computer knowledge including experience with Microsoft Office Suite Resilience, passion and ability to work at pace and under pressure A high level of motivation and energy with a strong focus on achieving outstanding customer experience results Benefits Why join efm Logistics? Strong focus on regular and ongoing professional development training, enhancing skills and career progression  A dynamic and empowering culture, where we challenge each other to do it better  An opportunity to be part of an industry leader  Competitive salary and bonus scheme  Modern office space and technology Company functions and team building activities  Partner with 2 charities, volunteering time to make a difference and contribute to the positive impact they are having both locally and internationally

Who is ShiftCare? ShiftCare is a fast-growing SaaS scale-up and its innovative software is a market leader helping Australian, American, and Canadian disability support providers, in-home aged carers, and allied health professionals streamline their operations. From rostering to client management and billing, we empower care businesses to grow by improving operational efficiency.About the Role We’re looking for a Senior Customer Onboarding Manager to lead implementation for our Enterprise and Mid-Market clients. This is a hands-on, technical, and customer-facing role, responsible for delivering a best-in-class onboarding experience through tailored setup, data migration, training, and integration support. You’ll work closely with senior stakeholders at our clients—typically with 50+ users and ARR between $15K–$150K—to guide them through successful go-lives and early adoption. Professionalism, clear communication, and a client-first mindset are essential, as many engagements will involve in-person sessions and on-site delivery. What You’ll Do Enterprise & Mid-Market Onboarding Own the onboarding journey from contract close to go-live for customers with complex needs Conduct discovery sessions to understand customer workflows, goals, and technical setup Lead and manage implementation plans, including timelines, milestones, and stakeholder alignment Facilitate data migration, system setup, and integration configurations Deliver operational training to ensure confident product usage post-launch Provide post-go-live support and smooth handoff to long-term Success Manager Customer Relationship & Issue Resolution Build strong relationships as the primary point of contact during onboarding Act as the technical escalation point to resolve onboarding-related issues Monitor customer onboarding health and engagement metrics to ensure timely progress Adapt approach based on customer industry, readiness, and complexity Internal Collaboration Work closely with Sales, Product, Engineering, and Support to meet onboarding goals Provide feedback to internal teams to continuously improve onboarding processes and tooling Ensure onboarding SLAs are met and documented for internal reporting Requirements What You’ll Bring 4+ years experience in technical onboarding, implementation, or solutions consulting in a SaaS environment Experience working with mid-market and enterprise customers (typically $15K–$150K ARR) Proven ability to lead end-to-end implementations involving data migration, API integrations, and complex workflows Exceptional interpersonal and presentation skills, with a confident and professional client-facing style Comfortable with in-person client meetings, including discovery and training sessions Project management strengths, with the ability to juggle multiple implementations at once Excellent problem-solving skills and attention to detail Experience with timesheet, payroll, or accounting software is a plus Industry familiarity (NDIS, aged care, home care) is a bonus but not required What Success Looks Like Customers go live on time, with confidence and clarity about how to use ShiftCare Minimal friction during implementation due to proactive discovery and planning Strong customer trust and professional engagement from day one Smooth transition to ongoing customer success post-onboarding

Who are we? Lyka is an Australian founded pet wellness company that’s shaking up an outdated industry and paving the way for happier, healthier pets. Despite medical advancements, animal lifespans are on the decline. Today, the average pet only reaches 37% of their full potential lifespan and statistics have shown us that many suffer from dental disease, cancer, and obesity. Simply put, the status quo is not enough. As humans, we’ve experienced firsthand the positive impact fresh wholefoods can have on our health and wellbeing, and we believe our furry friends deserve the same. We're on a mission to do just that, starting with nutritionally balanced, wholefood meals delivered direct to doors around Australia. As the world’s most sustainable pet wellness company, we’re putting pets and our planet first - one bowl at a time. Today, we are proud to share we’ve served 50 million meals to puppers and their parents across Australia, and this is just the beginning. Our vision is to create multiple nutritional products, adding disease prevention meals and supplements, and expand into new markets. Currently, we have a team of 250+ pet-obsessed people and we're continuing to grow (yes, looking at you!). These carefully selected people are dedicated to building the next generation of technology and products to help empower pet parents to take control over their pet’s wellbeing. To date, we have raised over $60M in funding from venture capital investors and pet industry insiders, who believe in our mission and ability to drive change in a stagnant industry, providing nutrition that nourishes puppers from the inside out. Are you ready to shake things up and give pets the life they deserve? Come join our pack! Our Mission The time we share with our pets is being cut short. Despite medical advancements, they’re getting sicker earlier. They’re dying prematurely. The industry has it backwards - prioritising treating symptoms instead of addressing the root cause. That’s where we come in. At Lyka, we take a preventative, holistic and personalised approach to pet care. We look at the full picture, factoring in the diet, lifestyle and environment of each individual animal. We don’t stop at symptoms, instead we dig for the root cause. We create nutrition plans unique to each pet, because it’s not just about living longer, but living well too. Our mission is to increase the lifespan of dogs and cats. The Opportunity Lyka is growing quickly, and no two weeks are the same. Our Customer Care team are on the frontline to our customers, answering enquiries and proactively solving any issues that arise. The team also contribute to process improvements that enhance customer experience. Role responsibilities Be the first point of contact for our customers (we use livechat, phones and emails as our primary Customer Care channels) Resolve customer issues around their account, orders and deliveries and advise customers on a variety of dog nutrition and wellness questions Work with Lyka’s operations team to ensure all customer order and delivery requests are executed Assist in developing and improving Lyka’s Customer Care knowledge base content Foster a growth-oriented, positive and high-performance culture that motivates employees and is aligned to the company's mission Live and work in accordance with Lyka’s values and principles at the workplace Requirements Vet Nurse qualifications and 2+ years' practical experience in a clinic/practice (or similar) Experience in a customer facing position, involving problem solving and issue resolution Exceptional customer service skills - helpful & positive attitude and always looking to go above and beyond for customers Well-versed verbal and written communication skills with strong English & grammar Proficient in using a computer, touch typing and able to learn new tools / systems Organised with high attention to detail Willingness to learn new topics, such as dog nutrition and wellness Resilient, high sense of ownership and comfortable with a fast paced environment Must be able to be rostered across a 7-day working week (rotating roster) Must love dogs Benefits Work in a fast-growing start-up, experiencing what goes behind the scenes to sustain hyper-growth for a start-up with a physical product! Growth and Development – Lyka is growing extremely quickly, which means you will have the opportunity to experience different challenges every day and progressively acquire more responsibilities as our facility and team expands. We provide an annual L&D budget for you to continue your personal development. Work for a sustainability focused company - we care about the health of our dogs and our planet. We’re proud to be Australia’s only carbon-negative and plastic-negative pet company and we’re always looking at ways for us improve sustainability practices. Be part of a diverse top talent team, coming from widely different backgrounds and geographies. Up to 18 weeks of paid parental leave top-up. Wellbeing assistance and tools to take care of your mental and physical wellbeing so you can do your best work. Hybrid working - 3 days per week in office. We have pet-friendly offices and industrial kitchens in Sydney and Melbourne. Onsite days are required during your onboarding. Pupper parent support to care for your furry friends - flexible arrangements for new pets, pet-friendly offices, discounts, and financial allowance for dog training & care to help them live their best life! We are committed to building inclusive and diverse teams Lyka is an equal opportunity employer devoted to providing a working environment that embraces and values diversity and inclusion. We celebrate diversity, are devoted to creating an inclusive environment for all staff and encourage people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at the time of application.