Job description

Role overview

This position combines customer support and client training, with a focus on helping clients get the most from the company’s products and services. The role is responsible for providing assistance with product functionality, feature updates, troubleshooting, and the smooth transition of clients into live operations. The aim is to deliver an excellent client experience, maintain strong satisfaction levels, and improve how customers use the platform.

Client support

Investigate technical issues raised by customers and walk them through clear, step-by-step solutions using active listening to understand the problem fully.
Continue supporting clients after go-live so they can resolve issues and make better use of the solution.
Act as a dependable contact for clients and help build strong, trust-based relationships.
Work with internal teams to escalate and resolve more complex technical cases and pass client concerns to senior management or customer success when needed.
Work toward customer satisfaction goals and help improve the overall customer experience.
Keep customer support satisfaction scores aligned with KPI expectations.
Use AI-enabled tools and systems to respond faster, troubleshoot more effectively, access knowledge more easily, and improve support outcomes.

Client training

Identify each client’s needs so training can be adapted to their specific situation.
Create learning resources, modules, and training materials that make it easier for clients to understand the product.
Run training sessions for individuals and groups to teach clients how to use the company’s products, services, and workflows.
Make sure clients can confidently use the tools and resources provided.
Follow support and training standards to keep every interaction consistent and high quality.

Live day preparation

Partner with clients to prepare for live day, including database launch, import checks, and setup requirements.
Complete cross-checking before the live day deadline.
Support clients through the transition into live operations and answer any questions or concerns they may have.

Self-leadership and development

Regularly refresh your knowledge of the company’s products and broader industry developments.
Stay current with changes, updates, and new features across the product suite.
Look for ways to improve the client training experience and propose practical enhancements.

Documentation and system management

Record client training sessions, progress updates, and feedback accurately in the CRM.
Keep the knowledge base and Confluence pages up to date.
Prepare training reports and summaries for managers and clients.
Use AI-powered tools to improve documentation quality, support efficiency, knowledge management, and training results.
Help improve processes, workflows, and support materials through automation and AI-based solutions.

Qualifications

At least 1-3+ years of experience in customer support, technical support, SaaS operations, or a similar client-facing software role, including handling difficult escalations.
Working knowledge of PMS, reservation, or operational SaaS platforms, preferably in hospitality, accommodation, or enterprise software settings.
Ability to independently resolve Tier 2 and Tier 3 issues using structured troubleshooting, replication, escalation handling, and good judgment.
Track record of meeting or exceeding KPI expectations across multiple review cycles, including SLA, CSAT, ticket quality, productivity, and customer communication.
Experience in customer training or enablement, such as webinars, onboarding, advanced product education, or workflow coaching.
Strong communication, stakeholder management, mentoring, and ownership skills, with the ability to stay calm and professional under pressure.
Demonstrated commitment to teamwork, ongoing learning, accountability, and operational excellence.

Measures of success

Meeting training and support KPI targets.
Delivering strong client satisfaction and positive feedback from training sessions.
Helping clients complete onboarding successfully and achieve smooth live day outcomes.
Reducing repeat issues and escalations through effective troubleshooting and education.
Using AI tools and process improvements effectively to raise productivity and improve client outcomes.
Contributing to teamwork, operational efficiency, and continuous improvement efforts.

Critical competencies

Customer-first approach with strong relationship-building ability.
Excellent spoken and written communication.
Strong technical troubleshooting and problem-solving skills.
Ability to deliver engaging, effective training.
Comfort with new technologies, including AI-enabled tools.
Strong organisation and attention to detail.
Empathy, patience, and professionalism when dealing with client concerns.
Ability to balance multiple priorities in a busy environment.
Collaborative mindset with a proactive approach to improvement.

Additional information

Flexible working hours may be needed to support clients across multiple time zones.
Ongoing training and professional development will be provided.
Career progression opportunities may be available depending on performance and business needs.

About the company

The company focuses on property management solutions for specialty real estate, serving the self-storage, marine, and RV & camping sectors. Its platform combines management software with marketplace listings, websites, CRM, insurance, payments, and related tools to help owners and operators perform better every day. The organisation also promotes a “Win More” culture that supports customer value and employee growth.

Benefits and perks

Competitive salary plus superannuation.
Four weeks of leave accrued across the year.
Recognition rewards that can be redeemed for gifts and experiences, including items such as scuba certification, travel, and home improvement projects.
Eight hours of volunteer time off each year, along with opportunities to join community and volunteer events.
Eight hours of rest, relax, recharge time for mental wellbeing.
Access to mental wellbeing resources for employees and dependents, including counselling, stress management, and mindfulness support.
Fully paid parental leave: 12 weeks for primary caregivers and 6 weeks for secondary caregivers.
Pet-related leave, including pawternity leave and pet bereavement support.
Caregiver leave: four weeks of fully paid time off to care for aging dependents or family members.
Fertility care support options.
Access to financial experts for personal financial guidance.

Compensation note

The role includes a competitive salary along with superannuation. No fixed amount was provided.

Training & Support Consultant