Customer Support Coordinator

A bit about usAt AgriWebb our mission is to empower the livestock industry with the best possible tools to feed the world both profitably and sustainably. We are the market leader in SaaS Livestock Business Management and are rapidly expanding, with offices in Australia, USA and UK; and customers in Brazil, South Africa, and New Zealand.
Joining us means you'll be working with a group of phenomenal people - from farming experts, to tech groundbreakers, to sustainability gurus - in a down to earth and supportive culture.
Ready to have a real impact and help us change the future of the livestock industry?
About the roleAs the Customer Support Coordinator, you will assist AgriWebb's users with daily enquiries via phone, email and our live chat system, Intercom, proactively supporting customers throughout their lifecycle with AgriWebb - from onboarding and training through to being the voice of the customer back to our Product and Engineering teams.
We're looking for someone who leads with empathy, can learn on the fly, and is hungry to make a genuine impact on our customers' lives.
Your duties will include:Providing reactive support to AgriWebb customers via phone, email and chat, resolving interactions within 24 hours and maintaining a CSAT score above 90%.Logging detailed and accurate descriptions of bugs and defects to enable clear communication with the Product and Engineering teams.Reviewing, monitoring and optimising AI tools used in customer support.Facilitating customer training and onboarding sessions, ensuring all materials are current, accurate and helpful.Promoting self-service content to empower users, and attending on-farm or industry events when required.Proactively reaching out to customers to help them unlock greater value from the product.Translating customer feedback and trends into clear insights for the Product Team to drive continuous improvement.
To be successful in the role you will need:Prior experience in customer support or success, ideally within a SaaS or tech environment.Familiarity with Intercom or other online ticketing platforms.A degree in agriculture or business is ideal; an understanding of livestock production is a bonus, but not a must-have.To be a natural problem solver who thinks creatively and thrives when finding solutions for customers.Confident and capable with diverse software tools - we use a lot at AgriWebb!A motivated self-starter who leads with empathy and is energised by working in a fast-paced startup environment.
BenefitsFlexible work including hybrid and fully remote arrangements.Supportive and family-friendly work environment with flexible hours.18 weeks of paid parental leave (for all parents), superannuation paid on parental leave up to 12 months, paid fertility leave and pregnancy loss leave.Additional 10 days paid Family Leave.A day off for your Birthday.Individual annual learning & development budget to spend on whatever you'd like to learn.MacBooks and access to leading apps so you can do your best work.A range of health and wellness benefits including EAP, personal well-being allowance, flu vaccines, and more.Celebrate with a pair of RM Williams boots at 6 months!
We are Farmers. Ranchers. Coders. Educators. Listeners. Storytellers. Visionaries. We come from all walks, but we all belong. We all belong because we all believe in the heart of this industry, and the health of our planet.
If you're interested in a role but don't meet 100% of the requirements listed, we encourage you to apply anyway. All applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, medical conditions, disability, age or veteran status.