Customer Success Associate

SKUTOPIA is on a mission to democratise and decarbonise logistics.

SKUTOPIA is a deep-tech logistics company operating under a dual RaaS (Robotics-as-a-Service) and SaaS model. We deliver end-to-end, AI-powered robotic fulfilment for retailers - eliminating inefficiencies inherent in traditional 3PL models, such as human error, high labour costs, and carbon-heavy processes.

Our advanced robotics and proprietary AI empower our customers to scale faster with high-speed, high-quality fulfilment at a fraction of the typical cost - while also driving both revenue and profit growth.

Founded in 2018 by Talea Bader and Emily Townsend, SKUTOPIA began as Sydney’s first eCommerce co-working space. After witnessing firsthand the logistics challenges faced by SMBs, the founders evolved the business into a tech-first fulfilment solution.

About The Role:

As a Customer Success Associate at SKUTOPIA, you will play a pivotal role in our mission. Your primary objective is to deliver exceptional customer support, resolve issues effectively, and foster unwavering customer satisfaction and loyalty. You'll be at the forefront of our efforts to collaborate with a diverse range of clients, including SSP and FC merchants, end-customers, same-day delivery drivers, and vendors, to ensure they achieve their desired outcomes.

In this role, you will:

Provide Exceptional Support: Respond to customer inquiries via phone, email, or chat with accurate and timely information about SKUTOPIA's products and services.

Resolve Issues: Actively solve client problems and take measures to ensure their satisfaction.

Technical Assistance: Assist clients with technical issues, troubleshoot problems, and provide innovative solutions.

Maintain Records: Keep meticulous records of customer interactions, inquiries, issues, and resolutions to ensure up-to-date and accessible customer information.

Identify Opportunities: Recognize chances to upsell or cross-sell additional products and services, helping clients achieve their goals and boosting company revenue.

We Think You Will Need:

• 2-3+ Years of Customer Service Experience.
• Zendesk experience is a plus however not required.
• To be a natural people-person: You thrive on working with diverse individuals.
• To have exceptional communication skills: You’re comfortable communicating via online meetings, phone, email, and chat.
• To have a desire to learn: You're eager to collaborate with highly talented individuals and expand your knowledge. You’re keen to proactively learn new skills and knowledge independently.
• To be highly driven: Motivation and a can-do attitude are your trademarks. You get things done.
• Other requirements:
  • Reliable high-speed internet connection with a backup connection in case your main ISP is offline.
  • Laptop or desktop (Intel Core i5 or above, AMD or Apple equivalent with 8gb or more RAM).

When you join us, you’ll be an important pillar of a rapidly growing company. From day one you will be challenged to take risks, think big and make an impact while getting lots of love and support from the team. With our expected growth over the next 12 months, this is a role with plenty of breadth and variety where you can grow with us and be proud of what we achieve together.

We proudly welcome people from all diverse backgrounds. When you join SKUTOPIA, we want you to bring your whole self to work and we value your unique contribution.

What's next?

If you're keen to find out more, apply now with your resume and we'll be in touch soon to schedule an initial screening call where we will walk you through the recruitment process. Usually, we kick things off with a “getting to know you” interview, then we’ll ask you to tackle a take-home challenge or case study, and wrap it up with a final interview.

Still on the fence?

We know that statistically, some groups are less likely to apply for a role than others, depending on their perception of whether they meet some or all of the criteria. If you have most of the things we're looking for, we encourage you to apply!