Customer Success Representative

MyPass Global is on a mission to empower safe, agile & connected communities.

Our workforce onboarding and compliance management software is centred around a digital Skills Passport, designed to help organisations reduce their risk and cost of operations. Our vision is to become the trusted industry ‘source of truth’ for organisations and people. We don't limit ourselves to a single sector or location; rather, we strive to establish a global standard.

Our company values set the standard for the behaviours and mindset we expect from every “MyPasser”. Our values include:

BRING OUT THE BEST

We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small. 

CHALLENGE THE NORM

We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.

TREAT PEOPLE WELL

We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect. 

WALK THE WALK

We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word, fostering a culture of open communication.

Life at MyPass:

• Flexible Hybrid - Ability to mix your working week between the MyPass office and your home office
• Paw Friendly - Pet-friendly office in the CBD
• Celebrate You - Gift cards on your work anniversaries
• Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, free subscription to the WithU app and complimentary office Yoga & Pilates sessions
• Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
• Be Comfortable - Casual Friday every day!
• We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…
• Generous Employee Referral Program - Rewards for referring top talent

The Role:

• The key purpose of this role is to support the implementation of key programs of work that will increase customer engagement, customer satisfaction scores, usage of the platform and ultimately, increase our Annual Recurring Revenue (ARR) through customer retention and growth. This role will also be responsible for certain aspects of the operational change management processes and compliance functions.

Day to Day:

• Work with the Product team to retrieve customer adoption statistics to identify areas for improvement in the product and/or service delivery.
• Supporting the delivery of key programs of work related to customer engagement and customer satisfaction.
• Coordinates the customer success tools and systems, reviewing data from these platforms and providing usage reports to the CSM.
• Helps maintain existing customer-success metrics and data as directed. Coordinates the update of the external knowledge base with key internal stakeholders, building content and getting appropriate approvals to publish articles.
• Support the process maintenance and gatekeeping of internal knowledge base articles and Spaces related to Customer Engagement, Support, and Customer Success.
• Support the business (SDMs and Strategic Account Representatives with the documentation required for process changes, liaising with relevant stakeholders and ensuring that internal and external documentation is updated and signed off.
• Coordinates the collection of data to facilitate insights for Apty reporting. Helps improve and maintain Apty instructions, making sure that it’s up to date.
• Helps identify areas for improving the customer experience and internal processes.
• Engages with customers on NPS scores to investigate reasons behind the scores, documents feedback and follow-up actions.
• Collecting NPS data and feedback, feeding it into PowerBI, sending targeted follow-up surveys to detractors, passives, and promoters, and maintaining or keeping the NPS dashboard in PowerBI up to date
• Engages with customers on NPS scores to investigate reasons behind the scores, documents feedback and follow up actions.
• Communicates effectively with internal senior managers to better understand customer needs, maximise retention and growth, and share learnings.

Our Ideal MyPasser:

• Minimum of three (3) years of customer service experience in an IT-BPO set-up.
• Must exhibit strong written and verbal English communication skills.
• Minimum of one (1) year experience in creating knowledge base articles and internal process documentation.
• Has the ability to analyze data and develop reports.
• With experience in handling customers based in Australia, New Zealand, Canada, and Chile is an advantage
• With experience in stakeholder management is an advantage
• Experience in a Software as a Service (SaaS) environment is an advantage

Development Objectives

• 0-3 Months
• Build internal relationships with MarComms, Acquisition, Account Management, Finance, Activation and Customer Support teams.
• Develop an intimate understanding of the product and range of use cases. 
• Understand branding guidelines and be across the processes/protocols for publishing material externally.
• Build and implement appropriate internal knowledge base publication protocols.
• Understand APTY and how it’s used
• NPS - Data Management via PowerBI




• 3-6 Months
• Build and publish appropriate knowledge base articles externally.
• Provide support to CSM in the delivery of Customer training programs.
• Implement changes to on-platform guided learning tools based on customer usage data.
• Conduction NPS follow-up callsInitiating APTY improvements in collaboration with the Product team.




• 6 – 12 Months
• Coordinate customer training and outreach programs
• Provide recommendations on ways to improve our external knowledge base and build programs of work to achieve this.

Measures of Success

• Accurate creation of Knowledge base articles
• An up to date knowledge base (demonstrated by no tickets indicating information is out of date)
• Accurate NPS reporting to the business Actively influence our NPS scores through initiating contact with respondents
• Understands APTY and can support the business with APTY updates and administration
• Thorough understanding of the MyPass portal Management of Customer Success tickets relevant to due date

Feel valuable:

We’re big on culture. So much so that the team we've carefully curated are not only high-performers, they're also excellent humans. We foster an environment that is open, respectful and collaborative, where the status quo is challenged and both success and failure are celebrated. 

MyPass champions diversity at all levels of the company, and we live by our core values that set us apart. We cultivate an inclusive culture and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work.