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.

Position Purpose Statement

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 ARR through customer retention and growth. This role will also be responsible for certain aspects of the operational change management processes and compliance functions.

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

Key Responsiblities

• Retrieving customer usage 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 engagement tools and systems, reviewing data from these platforms and providing usage reports to the CSM.
• Support the process maintenance and gate keeping of internal knowledge base articles and Spaces related to Customer Engagement, Support and Customer Success.
• Supports the Customer Success Lead managing the process change lifecycle for the PHP operation including all change requests, building comprehensive impact assessments, liaising with relevant internal stakeholders to understand their needs and ensuring that all relevant internal and external documentation is updated before the change is implemented.
• Communicates and embeds customer engagement process changes into the relevant business teams (inside and outside of Operations) and provides support and expertise to the relevant department head to facilitate the changes.
• Researches and keeps up to date with training regulatory bodies in each of the countries that MyPass serves Customers (eg. AU, NZ, US, CA, CH) and puts processes in place to supersede outdated information in the Platform and our internal processes & knowledge base.
• Coordinates the update of the external knowledge base with key internal stakeholders, building content and getting appropriate approvals to publish articles. Coordinates the collection of data to facilitate insights for NPS scores, NPS feedback surveys and 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.
• Helps maintain existing customer-success metrics and data as directed.
• Communicates effectively with internal senior managers to better understand customer needs, maximise retention and growth, and share learnings.

Key Accountabilities

• Coordinating the process for ensuring that all product and feature updates are translated to the business via appropriate change management protocols
• Coordinating the process for ensuring that all product and feature updates are published to the external and internal knowledge base at the time the changes are made.
• Ensuring that all changes to Education and Certification Regulatory guidelines in Australia, NZ, Canada and Chile are up to date.

Key Selection

• 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

Measures of Success

• Customer Satisfaction scores > 80% = 6-7
• Customer NPS exceeds 36
• An up to date knowledge base (demonstrated by no tickets indicating information is out of date)
• Positive feedback on the Apty experience
• Reduced churn for non-enterprise customers
• Up to date certification requirements / RTOs (demonstrated by no tickets indicating certifications are inaccurate / out-of-date)

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 externallyBuild and implement appropriate internal knowledge base publication protocols
• 
  
• 3-6 Months
• Build and publish appropriate knowledge base articles externally
• Build appropriate governance protocols regarding the management of certification regulation processes
• Provide support to CSM in delivery of Customer training programs.
• Implement the style guide for external knowledge base articles and on-platform (guided learning) tools.I
• mplement changes to on-platform guided learning tools based on customer usage data.




• 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 

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.