At Flagship, we're rapidly transforming the retail industry with a platform loved by leading retailers across Australia and the USA. In a short space of time, we’ve made impressive strides by listening to our partners and helping them elevate store performance, boost revenue, and reduce operational costs.

Our technology empowers retailers by digitising the management and execution of in-store visual merchandising, blending this process with integrated product, sales and inventory data to uncover actionable insights that maximise store profitability.

With strong revenue, a top-tier team, and backing from a respected US VC firm, we're primed for even greater growth. Now, we're seeking passionate, talented individuals to join us in shaping the future of global retail.

About the role

We are looking to recruit an energetic, fast-learning and adaptable team player to join the Customer Success team to provide Flagship customers with support.

It’s an extremely exciting role that will see you working closely with our dynamic Head of Customer Success, Deena Metz.

As a pivotal Customer Success Team member, you'll play a vital role in resolving customer inquiries, amplifying customer education, and fostering positive relationships to ensure an exceptional customer experience.

There will be opportunities for professional growth within the company as Flagship expands.

Your mission.

1. Customer success operations
   • Onboarding admin support: responsible for the critical admin duties that ensure a smooth onboarding experience for our customers and maintain the operational efficiency of our platform.
   • Customer communications: Support the creation and sending of announcements, release notes, and other customer-facing messages, ensuring they are timely, clear, and helpful.
   • Key CRM updates: Assist with keeping customer records and usage data clean, current, and actionable in our internal tools
2. Support our customers
   1. Knowledge base maintenance: Help keep customer-facing help docs, FAQs, and internal knowledge bases up to date with the latest product info and process updates.
   2. Troubleshooting: act as the first point of contact for customers experiencing technical issues, diagnosing and resolving problems, or escalating when necessary.
3. Operational support across the business
   • Customer support insights: ensure key customer information is accurately captured and shared internally.
   • Team collaboration: work closely with the Head of Customer Success to identify areas of opportunity to relay feedback and communicate new features.

About you

We’re looking for someone who is organised, disciplined, willing to learn and has high-quality output.

• You have customer service experience. Previous experience working with customers be it in tech, retail, hospitality or the like is a significant advantage.
• You like to get stuff done. The role will be fast-paced and action/execution-oriented, so it’s most suited to someone who loves to do actual work and get stuff done.
• You have strong interpersonal and communication skills. Strong English written and verbal communication skills are a must. You should be able to explain complex details clearly and concisely with authenticity and empathy.
• You are personable. Some soft skills that will be conducive to success in this role are skills such as agility, adaptability, attention to detail and problem-solving.

Bonus points for

• Startup experience. Our workplace is dynamic and you should feel comfortable working in an early-stage environment with autonomy.
• Love for learning. In a startup, none of us have all the answers, so openness and willingness to constantly test and learn are key.
• Tech-savviness. You are comfortable with various commonplace technologies, have a strong understanding of digital tools, and can adapt to new systems quickly. Notion and Figma skills are preferable.

The perks

• Competitive salaries & options.
• Flexible working arrangements, we value work-life balance.
• Company-wide off-sites and strategy days.
• Company socials, we celebrate our success together.
• Delicious office food and regular team lunches.
• Fun and quirky celebrations.

Please note: You must be eligible to live and work in Australia to apply for this role. This role requires a minimum of 3 days / week in office. Fully remote applicants will not be considered.