Full time

Remote

Customer Experience Specialist

AU, NZ, US Timezones

Our first customer hire will own the activation segment of the customer journey, focusing on transforming leads into active users. At the forefront of customer relationships, they’ll seek to understand our customers needs and bring to life resources and support systems to help them be successful.

About Tability

We live in a world of constant distractions, especially at work. It takes our attention away from the initiatives that matter, making it hard to accomplish our goals. Lack of focus leads to failed outcomes, and worst of all, our work is not celebrated.

Tability is here to help teams stay focused and aligned, bringing clarity to people’s contributions to a bigger goal. Our new kind of collaboration platform puts outcomes first, and replaces complexity with conversations.

Why you should join

Jumping in at the ground floor, as one of our first six employees, means your work will directly impact the trajectory and growth of Tability. You’ll see the tangible results of your work, day to day and  will be a key player in achieving our mission.

You’ll be welcomed to work from wherever you feel most productive (that’s right, we are fully remote!), and will receive generous benefits to get you fully set up from there.

We’re backed by Right Click Capital & Jelix Ventures, and move forward with purpose.

Our Product

Tability is a B2B SaaS platform that gets goals out of spreadsheets to transform a reporting chore into conversations.

To put it simply, we help teams:

  • Set better goals & visualise the progress
  • Stay aligned on top priorities
  • Automate focus and accountability

We just launched Tability 2.0, and have big ambitions, so we are doubling the size of our team to help us get there.

Job Description

The overall objective is to transform leads into active users, while giving them an unforgettable experience, and we want YOU to shape this role with us. There’s room to move in the following responsibilities, but here’s an example of…

What success looks like

  • Support the customer journey: Post-sign up, you’ll be owning the day-to-day operations of helping them convert to a happy customer, whilst learning what they need to be successful. This includes developing and optimising email onboarding flows, personal outreach, assisting with the planning of in-platform onboarding and personalised onboarding sessions.
  • Become a Tability expert: You'll develop intimate knowledge of Tability’s capabilities and best practices on structuring team goals, so that you can effectively help our community.
  • Resource road map: You’ll own the development of a road map for essential resources based on the common customer queries and needs you identify during the customer journey.
  • Library of educational resources: You’ll bring to life a library of platform tutorials, educational resources and best practices, in the way of videos and docs (don’t worry Loom videos are perfect!). The primary aim is to ensure our customers have everything they need to be successful, and secondarily, we have resources to double as content to share with our broader community.
  • Customer stories & reviews: We have an array of impressive customer stories to help demonstrate our use cases, and public reviews to build brand trust.
  • Customer relationship management: You’ll own customer engagement, and will play a huge part in the communication channels, including video conference interviews, our Slack community, in-app messaging & email. All while, keeping our CRM tool up to date, so the team is across where each customer is at in their journey.
  • Be the customers voice: You’ll be our customers advocate, bringing ideas to the team based on customer feedback and observation, help shape those ideas and transform them into reality.
  • Drive the customer journey from high touch to low touch: You’ll help drive the transition from personalised onboarding to a self-serve model, as we focus efforts on creating the perfect resources for our customer.
  • Industry Experts: You’ll bring in industry experts to produce exceptional, educational content for our secondary media publication site, Outcome-Driven Teams to help our community have the resources they need, and have experts to call on in times of need.

About you

If this sounds like you, we’d love to hear from you!

  • You love wearing many hats: You love dipping your toes into the waters of many areas, and are keen to be working in a diverse role.
  • Passion for customers: You thrive on understanding our customer’s problems and helping find the best solution.
  • Super learner: Eagerness to learn and jump into areas with no prior experience.
  • Natural people-person: Chatting to people authentically is your default, and you find it enjoyable.
  • Exceptional written & verbal communicator: You can explain complex topics in easy to understand and concise language, all while delivering a human and enjoyable customer experience.
  • Camera confident: You are comfortable talking in front of a camera and are happy to learn how to master a simple web platform to create tutorials (eg. Loom).
  • Emotionally intelligent: You're naturally empathetic and seek to understand where people are coming from.
  • Ambitious: You can hit the ground running and want to grow with the company.
  • Tenaciously proactive: you embrace ownership, take initiative & have an independent working-style.
  • High attention to detail: Everything you work on is of high quality, and you never skimp on the important details.
  • Remote work & in a fast-paced environment is where you thrive

Bonus points, but not essentials

  • Dipped your toes into all the following, and an expert in one (customer success, customer experience or activating users)
  • Producing remarkable educational resources or content.
  • You understand the growing pains of being in an early-stage startup.

How to apply

We’re super excited to hear from you! Apply by filling in this form, so we can get to know you! We’ll get back to whether you make it through to an interview or not 🙂

Apply now