Customer Success Specialist (B2C SaaS)

Want to deliver tech with purpose, with people who care?
Join us in our mission to create solutions that help keep children safe online.

Who are we?
Headquartered in Perth, Australia, with offices around the world, Qoria is an ASX-listed global leader in child digital safety technology and services. We are a purpose-driven business operating under the Linewize brand in North America and Asia Pacific, the Smoothwall brand in the UK, the Qustodio brand in EMEA, and Qoria LK in Sri Lanka.

Our solutions are used by schools, school districts, and parental communities to protect children from harmful online content, identify students at risk based on their digital behaviours, and help teachers maintain focus and safe learning environments in the digital classroom. Today, 30,000 schools and 7 million parents rely on our solutions to help keep 25 million children safe across 180 countries worldwide.

What's the opportunity?

As a Customer Success Specialist your mission will be to provide outstanding and dedicated customer service to our higher end customers. You will be working within our Customer Support Team and directly with the Customer Marketing Manager to ensure delivery of high quality phone support service to achieve customer success and impact business goals.

Responsibilities:

Provide outstanding and dedicated phone support service directly to our customers.
Address customer technical issues, guide and help to onboard in order to succeed with the product.
Develop relationships with customers and maintain their record by keeping logs, classifying and tracking queries.
Prioritize and manage different tasks throughout the day to deliver excellency.
Collaborate with the team and update stakeholders about any related issues and possible improvements to increase customer satisfaction.
Maintain strong relationships with both your team and Customer Support Team to keep up-to-date on all day to day matters and quality standards alignment.

Requirements:

Experience as a Customer Support Agent or Customer Success Specialist.
Great communication skills.
Open to flexible hours to work late shifts (from 4pm to 1am), as you will be dealing mainly with the US market.
A positive and proactive attitude and open mind that approaches problems from all angles.
English with native level and strong communication skills.
Ability to learn quickly and manage workload in a cooperative and demanding environment.
Excellent attention to detail, fully computer literate and tech-savvy.
Flexibility and adaptability to change.

Why work with us?

Make an impact: Qustodio helps families worldwide have a safe and balanced digital experience.
Central Barcelona location, right by the Sagrada Familia.
Great culture: friendly, international (15+ nationalities), collaborative, and fun.
Flexible working hours and hybrid work options.
Competitive salary range.
In-house training and team building events.
À la carte lunch in the office Mon–Fri.
Fully equipped kitchen with free coffee and soft drinks.
Open free bar on Fridays.
23 days of holiday per year.