Customer Support Representative

About Ortto

Ortto is an Australian-founded customer data, messaging and analytics platform. Since our launch, we have empowered over 10,000 businesses to grow faster with data-driven marketing automation. Ortto helps online businesses unify their customer data with their CDP (Customer Data Platform), segment key audiences across the customer lifecycle, activate these audiences with personalized, omnichannel customer journeys, and analyze their business with reporting and analytics tools.

Ortto embraces flexible work, with team members working remotely across the globe, and a head office in Sydney’s CBD. Ortto is backed by great investment partners including Blackbird Ventures, Salesforce, Southern Cross Ventures, and Rembrandt Venture Partners. We are a profitable company with a big future and are looking for the best talent to join the team and be part of our long-term vision.

Position Description

We’re looking for a Customer Support Advocate to become a trusted partner for our customers. You’ll manage level 1 & 2 support functions, supporting customers with strategic insights, troubleshooting complex technical issues and acting as the bridge between customers and our internal teams. 

The Customer Support Advocate will solve customer queries, offer product insights, track user feedback, and report and escalate issues, combining strong communication skills with critical thinking and a focus on delivering an exceptional customer experience.

This is an opportunity to join a fast-growing software company based in Australia, working alongside a talented, driven team that’s passionate about helping customers succeed. This role is ideal for someone who is naturally curious, technically minded and thrives on solving problems. 

This position reports to the Global Head of Customer.Key Responsibilities 🚀

In conjunction with, and with direction from the Head of Customer; 

Be a product expert:

• As the go-to expert, you’ll develop deep knowledge of the Ortto platform and its features, continually staying up to date on new features, updates, and potential issues.
• Proactively engage in ongoing learning and collaborate with the product & development teams to stay ahead of upcoming changes.

Ensure a great customer experience:

• Provide timely, clear and empathetic support to customers across multiple channels.
• Deliver solutions to complex challenges that help customers get more value from the platform and drive adoption.
• Capture and share customer insights and feedback to influence product development and improve user experience.

Handle escalations:

• Demonstrate leadership in handling escalated issues, showing a deep understanding of problem-solving and conflict resolution.
• Take ownership of complex or high-priority cases, following established escalation protocols and maintaining responsibility for cases through to resolution. 
• Partner with product and engineering to ensure escalated issues are tracked and addressed, while maintaining clear, empathetic, and timely updates to the customer.

Collaborate with product and wider teams:

• Act as a bridge between customer support and the product team, facilitating effective communication and understanding between the two.
• Utilize data from support tickets to provide valuable insights to the product team for future developments.

Create and manage help documentation:

• Develop and maintain support articles, guides and resources, ensuring documentation is clear, accurate and up to date to align with product changes and improvements.
• Contribute to training materials to support onboarding and team development

Requirements 👨‍🎓

• 3+ years experience in an online Customer Support role, ideally in a technical SaaS and Marketing Automation environment
• Strong technical aptitude, you’re comfortable with learning new systems quickly, analyzing issues and diagnosing problems
• Demonstrated passion and interest in marketing technology and previous experience using solutions such as MailChimp, Shopify, etc. 
• Experience and technical knowledge in SaaS, marketing software and CDP/Reporting platforms.
• Excellent communication and written skills, with the ability to explain complex topics in easy-to-understand and concise English. 
• Natural problem solver and critical thinker who loves helping people and can easily adapt and troubleshoot on the fly.
• Self-starter who can take initiative and is energised even when a clear path isn't laid out for you.

Benefits 💸

• Flexibility to from home or the office, our preference is that you are based in an Australian east coast time zone. 
• Work in a product-led organisation with a talent dense group of highly passionate people. 
• Competitive salary 
• Home office set-up allowance of AU$600/one-off with additional ongoing home office allowance up to AU$500/quarter.
• 4.5 working days