Customer Success Specialist


About the role

Rocketspark is looking for an exceptional Customer Success Specialist who loves to help people and develop strong customer relationships. The successful candidate will join our Customer Success team and be a champion for our customers by responding to customer queries and delivering world class service via phone, email and chat. You will guide customers on their website journey as they move from potential customers to delighted promoters of the brand.

Key responsibilities

  • Prioritising and responding to customer enquiries within our online support ticket system
  • Making and receiving customer support phone calls
  • Escalating technical problems to the technical support team
  • Delivering exceptional, timely service, helping customers to reach their goals by making the most of their Rocketspark website
  • Writing and delivering customer success content, including help guides and educational videos
  • Looking for and suggesting ways to proactively improve the customer experience
  • Supporting customer success initiatives to improve upgrade conversion and subscription level
  • Gathering customer insights to help improve Rocketspark’s product proposition and identifying business opportunities.

Essential skills we are looking for

  • A quick learner who has a natural affinity for technology, able to pick up new systems quickly
  • Excellent written and verbal communication skills
  • A good listener who can relay information clearly and simply 
  • Energetic, positive and a people-liker
  • Conscientious and a finisher - someone who can be trusted to take a query or a task to its completion
  • Attention to detail – consistently demonstrates a high level of accuracy and thoroughness when completing a task
  • Initiative - is able to spot opportunities to improve things and take action unprompted
  • Creative thinker and a good problem solver - someone who is able to adapt and think outside a process or the way things have been done before if it makes sense to do so.

Why you should work for Rocketspark

Rocketspark is a motivated organisation, we provide a caring, supportive and friendly working environment and special family culture where we look after our people well. We’re highly focussed on making a difference in the world and support a large number of charities, not for profits and social enterprises. We are a growing company and we have a history of developing our people into new roles as we grow. 

This position is full-time, Monday to Friday, (40 hours per week and may include some evening work until 7pm) based in Cambridge, New Zealand.  Only applicants with the right to work in New Zealand will be considered for this position.   If this opportunity sounds like you, please apply here and include a cover letter explaining why you’re excited about this role, along with your CV.

How to apply:

Apply via the job listing on Seek here

Application close date

This role is open for applications until the end of September 2022 but if we find the right person before that time, the job application will close earlier.

About Rocketspark

Rocketspark has created an award winning, beautifully simple website builder and ecommerce platform.   We take pride in what we do and we use Rocketspark to do good in the world.  We started here in New Zealand 13 years ago and now have thousands of clients in over 30 countries.  We listen intently to customers, we’re agile and deliver on customer needs, ensuring no one gets lost in the system. We live and breathe our customer feedback while going above and beyond to help clients succeed. 

Rocketspark is rated five stars for ease of use and for our exceptional and timely customer support. We have a genuine desire to help others and most of our new customers come from word-of-mouth referrals.  Rocketspark exists to create a better life for small business owners, our partners, the Rocketspark team, and the world around us through our software, services and a passion to go above and beyond for our people.

Learn more about our story >