L2 Customer Success Officer

About Envato Everything we do is to empower creative professionals to thrive, with unlimited access to high-quality assets, tools, tutorials and more. Essentially, we exist to empower creatives to thrive. 
We proudly support the lives of creative professionals all over the world, from web developers and graphic designers, to marketers, videographers, photographers and more. We’ve built a community where anyone can get their creative projects done, and where creators bring their ideas to life and in the process, earn a living doing what they love.
We’re a global values led company, blending purpose and profit, and a passionate B Corp we are committed to making a positive impact on the communities we engage in. We have long embraced flexible ways of working, and we’re proud of how we keep our global team connected. Our roles can be based across Australia, New Zealand and Mexico. 
You can read more about us on our company blog, including news of our acquisition by Shutterstock Inc in 2024. 
Purpose
The Level 2 Customer Success Officer is a key customer facing role responsible for providing a high value customer experience to users of Envato’s platforms. The main functions of this role include responding to enquiries through a variety of channels with a focus on engaging and productive dialogue, identifying needs quickly and correctly and presenting solutions in a timely manner. Due to the global set up of the Customer Success team, there will be requirements to attend ad hoc meetings outside of standard business hours.
This is a 12 month, fixed-term contract.
Key Duties & Responsibilities
Customer Service & Support:
● Use Envato support channels to respond to customer matters as required and directed by Customer Success leadership.● Use product and systems knowledge and customer service skills to troubleshoot and resolve enquiries and achieve outcomes in line with Envato values and business goals.● Take action to solve problems and respond to high priority situations in a timely manner when needed.● Compose positive, personal and customer centric responses for all Envato customers across our brands.● Contribute to achieving the productivity and quality goals of the Customer Success Team.● Participate in ‘test’ or pilot workflows for new products and new businesses where SOPs and documentation may not exist or be complete.● Triage enquiries with a lense to identify trends or emerging issues and escalate to management where appropriate.● Cover support tickets for other teams where volumes or staff numbers require it, as instructed.● Perform other related duties as assigned.
Engagement, communication and other responsibilities:
● Accurately track hours and tasks daily.● Remain up to date with business changes that affect your role.● Actively participate in continuous improvement; taking on board feedback and making adjustments to achieve desired outcomes.● Lead by example promoting the Envato values to a global audience.● Contribute to the ongoing learning and success of your team through training, upskilling and sharing of knowledge.● Maintain an organised work environment to encourage efficiency and productivity.● Assist with documentation or notation of tasks you perform, as appropriate.● Assist with process improvement and updates to our public-facing help center, as appropriate.● Make positive contributions to the team and internal community by participating in internal discussions and meetings, especially where feedback is requested. ● Due to the global setup of the Customer Success team, there will be requirements to attend ad hoc meetings outside of standard business hours.
Required Technical Skills/Experience
● Fluent English communication skills, both written and verbal.● Highly regarded interpersonal and communication skills.● Reliable and able to work independently without direct supervision and under pressure.● Excellent decision-making skills with an emphasis on striking the balance between customer and Envato needs.● Ability to adapt to changing technologies and tools.● Ability to cope with repetitive or continuous support queries.● Conflict resolution skills and a mature and positive attitude towards difficult situations.● A sincere desire to help people and to solve their problems.● Be available to work on weekends.
Knowledge and Experience 
● Minimum of 2 years experience in a support or customer service role, or demonstrated customer service skills.● Experience using help desk ticketing systems such as Zendesk, Intercom, Freshdesk, etc.● A basic familiarity with Adobe Creative Suite products and Microsoft Office products, such as Excel and Word.● Experience with and/or demonstrated enthusiasm for the Internet and technology (including web design).● A familiarity with the Envato network and community.Life at Envato
• Flexible Working - Remote-first with flexibility for you to manage work and life as you need. • Work from Anywhere - Apply to work in another location for up to 3 months per calendar year.• Connection Budget - An annual budget to connect with the team IRL where and when possible.• Learning Budget - Study leave and an annual budget for you to put towards your learning and development.• Home Office Allowance - A contribution towards your set-up and a monthly allowance to support work from home costs.• Wellbeing - Access to a holistic assistance program that provides support in many areas of life and health.• Volunteer Leave - 2 days per calendar year to volunteer and give back to the community.• Parental Leave - 20 weeks paid primary carer leave, and 6 weeks paid secondary carers leave.
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