Customer Success Representative

About SELMASELMA is a New Zealand-founded, web-based Student Management System used by education providers across New Zealand and Australia.

Our certified platform streamlines operations, improves data quality, and supports compliance.

We are expanding in Australia while continuing to grow in New Zealand.Our MissionWe deliver user-friendly, fast, and affordable software that adapts to the evolving needs of the education sector, helping providers work efficiently and remain compliant.About the TeamYou will join a Customer Success team that includes the Customer Success Manager, a Data Migration Specialist and a Customer Success Analyst.

This role adds capacity for day-to-day support and onboarding.About the RoleWe are seeking a professional, service-oriented Customer Success Representative to lead frontline support and contribute to onboarding.

The role covers Helpdesk tickets, phone enquiries, and proactive customer follow ups.

You will create customer assets such as digital enrolment forms, transcript and diploma templates, and welcome communications.

You will also manage the Salesforce onboarding list to track tasks, milestones, and handovers.Key ResponsibilitiesCustomer SupportRespond to Helpdesk tickets, phone calls, and emails with timely, accurate resolutionsTriage and troubleshoot issues, documenting steps taken and outcomesEscalate complex matters to the Customer Success Manager or Development team when requiredKeep customers informed about status and next actionsOnboarding and ImplementationConfigure digital enrolment forms, and build transcript and diploma templates in HTMLPrepare and send welcome emails, assist with user provisioning, and complete first-week checklistsCoordinate and support training sessions, with a focus on Tier 3 customersManage the Salesforce onboarding list, including creating and updating tasks, tracking milestones, and maintaining data accuracyCoordinate handovers from Sales to Customer Success in Salesforce, ensuring all required fields and stages are completedCustomer Relationship and Continuous ImprovementBuild positive relationships through proactive communication and follow upsGather feedback and share insights with the Development and Data Migration teamsContribute to the knowledge base and internal process documentationIdentify recurring issues and recommend improvements to reduce support volumeRequired Skills and Experience1 to 3 years in SaaS customer support or customer success, or a similar client-facing roleExcellent written and verbal communication skills, with a confident phone mannerStrong troubleshooting and analytical skills, with clear documentation practicesProficiency with CRM and Helpdesk tools, plus comfort with spreadsheets or similar productivity toolsBasic HTML / CSS skills for building transcript and diploma templatesPreferredExperience in education technology or compliance-focused workflowsBasic SQL / MySQL skills for simple queries, checks, and data validationExperience creating forms and templates beyond HTML, as neededHow to ApplyPlease apply on LinkedIn with your CV and a brief note highlighting your experience in customer support and onboarding management.

If available, include examples of short how-to guides or process documentation you have authored.

Learn more at selmasis.com.

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