Customer Success Coordinator

Posted on:

August 12, 2025

Job description

Job Description

Join our Childcare & Education vertical as Customer Success Coordinator in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

You will help our customers become successful through the use of our platform, ensuring retention and customer happiness. The Coordinator role provides support to the wider team by assigning tickets, and answering customer enquiries. Some of the other responsibilities include:

You'll be a proactive member of your team advocating customer needs internally, owning their challenges and working on ways to prevent them from recurring
You'll be supporting customers across the Office platform
You'll provide the initial response to tickets and assign incoming tickets to the team depending on the level of complexity and issue
You'll respond to enquiries via phone, chat and email and work to ensure every enquiry is answered in accordance with our SLAs
You'll handle dissatisfied customers in a polite and professional fashion
You'll maintain broad knowledge of all company products, services, and promotions
You'll support the implementation of systems improvement initiatives and the introduction and roll-out of new technologies
You'll monitor the performance of systems and assist with the identification of potential issues

For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.

Responsibilities

Qualifications

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

You have 1-2 years of previous experience in a customer-facing position
You're motivated by a fast-paced environment where you will have to constantly adapt - no two days are the same!
You have excellent written and verbal English skills as well as a confident phone manner and active listening skills
You bring excellent customer services skills, demonstrated daily by working quickly and accurately to resolve customers queries
You're able to multitask, prioritise, and manage time effectively
You show awareness of your own strengths and areas for growth, and a desire to develop and apply new skills
You are a true team players that understands we all have to sometimes roll up our sleeves and pitch in

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

Job requirements

Additional Information

What does it mean to work for Xplor?

Our four core values - Make life simple, Build for people, Move with purpose and Create lasting communities - are key to who we are and guide us from how we hire to how we recognise our team members.

Some of the perks of working with us:

Unparalleled opportunities to learn and accelerated career development
A collaborative, team environment with people who truly love what they do
12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
Unlimited access to Linkedin Learning, 10% of your time devoted to growing you and your career, and further support to help you grow
Access to mental health support
Fully flexible work arrangements