Customer Success Team Lead - This position has been filled.

About Paperform

Paperform is a Sydney based SaaS company that provides tools to help people and businesses easily create beautiful online forms (check out paperform.co). Our aim is to democratize digital creation. Paperform launched in late 2016, and now has thousands of customers from across the globe. We’re a small, agile team, and we’re growing fast!

Working for us

We’re a remote team, and our HQ is in Sydney, Australia. To work for us you need a stable internet connection, a passion for getting stuff done, outstanding communication skills, and to be tech savvy.

For this full-time role, we’re looking for someone based on a New Zealand timeline to work from Tuesday to Saturday (ideally, 8am to 4pm NZST).

We have a few core values and expectations: empathy and kindness, that you be detail oriented, autonomous, know the product inside-out, and work creatively. We like to spend a minimal amount of time in meetings, and execute tasks and strategies at a fast pace.

The role

We are looking for a full-time Customer Success Team Lead. Day to day, you’ll be supporting our users, improving our educational resources, working closely with our Product and Growth Teams, and coming up with ways to innovate our approach to support. We’re looking for someone who can coordinate and organise our Support Team, and improve and introduce processes and systems that help them function to the best of their ability. We need a candidate who is able to build a rapport with our user-base, and ensures that our Team carries on our solid reputation for excellent customer support.

There will be significant ongoing opportunities to learn and grow with the company as lead Support and work directly with our Cofounders to continue to scale Customer Service for Paperform. We’ll help you to achieve your goals by supporting you, and welcome innovative ideas you bring to the table.

An ideal candidate will be self-motivated, take initiative and ownership of their responsibilities, and be extremely competent in solving problems without needing to be micromanaged. Working as part of a remote team, you will be expected to be able to communicate clearly with the team over a variety of different mediums (video calls, Asana, Slack etc.), be comfortable with raising issues or questions along the way, and providing insights. Above all, as part of a growing and ever-scaling business, you need to strike a balance between ensuring systems are established and updating or changing these when the need arises.

Responsibilities:

• Live Support: Conducting live chats with users and leads: answering and troubleshooting, assigning and escalating tickets, and being the face of Paperform. This role will also require you to handle difficult and complex tickets directly.
• Managing the Team:
  • Managing the roster across all timezones.
  • Reviewing and maintaining standards and etiquette across the Team.
  • Maintaining and creating internal policies and procedures for everything related to Support.
  • Architecting a Support “Wiki” for internal support purposes (organize our existing internal docs and resources, and find and fill in the gaps!).
• Managing and creating support resources: reviewing, editing, and creating educational content.
• Provide insights and feedback to Product and Growth, and establishing solid best practices for how we communicate cross-functionally:
  • Providing Growth with insights into user behaviour and thought-patterns.
  • Reporting how the product is being used to Product and contextualizing feature requests.
  • Working with Product to ensure our Team handles tech issues and compliance to the highest standards.
• You’ll work on other specialised projects with Tech, Growth, and Operations as they arise.

Important Skills and Experience

We are looking for an enthusiastic and quick learner who is ready to get our Team organized and isn’t intimidated by a robust Product. The most important skills for this job are:

• Experienced: we’re looking for someone who has previous experience as a customer success manager in tech. You’ve got to be able to organize and mobilize a Team with confidence, and make sensible executive decisions.
• Self Starter / Self motivated: take ownership of their role, and drive it to completion with minimal supervision. You’ve got to thrive on making sense from chaos!
• Team Player: illustrates the ability to collaborate with multiple stakeholders and work efficiently leading a team. At Paperform we believe true leadership is about serving those under your remit, and ensuring they have what they need to get the job done.
• Adaptable to Change: Possess the ability to adapt quickly to new circumstances and situations.
• Tech & Comms Skills:
• Excellent with troubleshooting and resolving complex product problems.
• Knows or can pick up our stack super-fast, especially Intercom, Google Drive, Notion, Slack, Asana, and Jira.
• Bonus: comfortable with using HTML or Markdown, and CSS.

You’re a good fit if you...

• Communicate well online, and don’t like to be coddled.
• Can’t sleep if you know there’s a better way of doing something, or a way to solve a problem.
• Try everything in your power to solve an issue before assigning it to someone else.
• Enjoy moving super fast on tasks and campaigns, and loathe death by meetings.
• Take ownership of your work, and can manage projects and work to deadlines.
• Have a high level of spoken English.
• Have strong attention to detail and can spot a typo from a mile away.
• Can work autonomously, and thrive when given responsibility.

How to apply:

Please complete this form https://job-application-customer-success-lead.paperform.co/

What happens after you apply?

If your application is being considered, we’ll invite you to a video conference call interview. We’ll provide more info on these steps if you progress.

We receive a high volume of applications for every role we post - please be patient as we review and give every candidate the attention they deserve. We will get back to you, even if you are not successful.