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Customer Success Agent

Hnry are undergoing a period of rapid growth, and are looking to add to our current team to help deliver the best possible experience for our customers and partners. We’re looking for someone with a vibrant and fun personality to join our team, and help grow Hnry rapidly through NZ and beyond. This role provides a great opportunity to get first-hand experience of working in a fast-paced startup environment, alongside a highly motivated team, as well as the opportunity of becoming responsible for the overall Hnry customer experience.

Customers are at the heart of everything Hnry does. Reporting into the Customer Success Lead, the Customer Success Agent is responsible for developing customer relationships that promote retention and loyalty, working closely with customers to ensure they are engaged, excited and satisfied with the service they receive, as well as canvassing customers on areas where we could improve.

Your responsibilities will include:

  • Providing frontline support to customers, answering queries raised via web chat, email and phone
  • Setting customers up on Hnry, and managing customer data
  • Conducting follow-up calls with new customers and providing them with assistance as required
  • Managing customer feedback/engagement
  • Writing/maintaining online help articles
  • Conducting “Call Back” requests from potential customers to provide information about Hnry
  • Educating customers on the capabilities of Hnry so they are encouraged to continue using and promoting the service
  • Adhering to established customer support practices to ensure customers receive the same quality of service regardless of who they deal with
  • Providing feedback to technical staff and the wider team to optimise the customer experience based on customer interactions

How we work

  • We are a fast-moving, highly collaborative and motivated team, that is growing quickly
  • We have a relentless focus on the customer, and on delivering great experiences to ensure we maintain our high rate of customer referrals
  • We take a data-driven approach to everything we do, making decisions based on user behaviour - constantly tweaking and optimising to improve.
  • We follow agile practices, delivering improvements iteratively in small chunks. We track the impact of our work and measure ourselves based on delivering measurable contributions towards agreed targets.
  • We encourage experimentation - whether that's experimenting with new tools or techniques, or experimenting with new channels
  • We invest in our people, and provide opportunities for career growth and progression
  • We work hard and we finish on time, no crazy hours.

About you

You will:

  • Be a self-starter that takes initiative and seeks out ways to make things more efficient
  • Have the ability to thrive in a fast-paced and changing environment
  • Be a team player who is willing to muck in
  • Have strong verbal and written communication skills (good phone manner, spelling, grammar are critical)
  • Have fantastic interpersonal skills, and in particular a strong empathetic personality
  • Have a strong attention to detail, organisational skills and self-sufficiency
  • Be proficient in Google suite or other office software
  • Be financially literate with a rudimentary understanding of NZ Tax obligations for individuals
  • Have technical aptitude and the ability to learn software programs
  • Have NZ residency or a valid NZ work visa

Bonus points for the following:

  • Previous experience with customer service tools such as Intercom
  • Experience being self-employed (freelancing, contracting etc) in any industry/profession
  • Experience of working in a fast-paced, agile workplace

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