AddressBased within Perth-founded tech startup Willow, working to remove the guesswork and make plant care easy.
We’re on the lookout for a flexible, friendly and enthusiastic Customer Support gun to join us at Team Willow! You’ll serve as the primary point of contact for our customers across various channels, guiding them through product FAQs, troubleshooting the tech, and features and functionalities.
No two days are the same in our fast-growing startup. You’ll get plenty of experience working with the Product, Marketing and Sales teams to translate customer feedback into tangible product development and business outcomes. We all pitch in to get things done, and your highly collaborative and motivated nature will come in handy with various admin tasks and office to-do’s.
What you’ll be up to day to day
• Act as the primary point of contact for customers, supporting them across various channels including online ticketing, emails, and social DMs.
• Engage with customers with friendliness and empathy to understand their queries, offer solutions, troubleshoot, and guide them through product features and functionalities.
• Work with the wider Willow team to resolve customer queries in a speedy, efficient manner.
• Collaborate with internal teams, including Product, Sales, and Marketing, to incorporate customer feedback into product development and customer experience initiatives.
• Pitch in and drive admin and office management tasks.
• Maintain accurate records of customer interactions and technical issues in internal databases, facilitating effective communication and problem-solving for future use cases.
• Cultivate and nurture strong relationships with the team and our external stakeholders, ensuring a seamless and high-quality service experience for all customers.
What we’re looking for
• Good energy
We’ve assembled a team of people with diverse backgrounds and skills. One thing we all have in common? Good vibes. We check any egos at the door and collaborate together to problem solve and grow Willow to greater heights.
• A solid appetite for growth
This is an exciting role in a fast-paced startup that is already making its mark globally. We’re open to various skill levels – what we are really keen for is someone who is excited about our mission and hungry to grow and learn with us.
• Customer service skills
Worked retail or hospo? Have some experience with customer interactions but looking to do more? We want our customer-facing gun to be an empathetic, active listener with solid communication skills who is genuinely keen to help.
• Tech savvy
You don’t need to be the expert in our (groundbreaking, pretty cool) products. We’ll train you up in that area. But you’ll need to have a strong grasp of all things digital, and can adapt quickly to new platforms and technologies. If you’ve worked with customer experience software like Gorgias, that’s a bonus!
• Action-oriented
You’ll be a natural in a fast-paced environment, and someone who loves a challenge and meets them – and typical, ordinary tasks – with enthusiasm and positive attitude.
Who (or what) is Willow?
Willow is changing the indoor gardening game by removing the guesswork out of houseplant care. We’ve got hardware customers in 27 countries and app users worldwide that have joined us in our mission to save houseplants from unintentional neglect and untimely deaths.
Willow has grown from a really solid idea in 2020 into a thriving and quickly accelerating tech startup. We’re at the intersection of technology and horticulture, combining tech, functionality and sleek design to revolutionise how people care for their plants.
We’ve got a product solution for everyone. Our customers (and Team Willow, for that matter) make up all types of plant parents – seasoned hortis, happy hobbyists, serious plant enthusiasts, and self-proclaimed serial plant killers.
Our next Customer Support guru is a testament to the exciting growth trajectory we’re on, as we need more internal resources to support our ever-growing community of Willowers. This role is a full-time permanent position based in Perth’s CBD.
What you’re in for
Joining Team Willow means joining a stellar group of funny, friendly and diverse individuals who are passionate about our biz and excited to work with you. We also offer a range of benefits, including:
• A competitive compensation package
• Great benefits and access to discounts
• Flexible working
• Ongoing opportunities for professional training and development
We are committed to providing a working environment that embraces and values diversity and inclusion. We strongly encourage candidates with diverse backgrounds and experiences to apply, and we are here to support your success throughout the recruitment process.
To Apply
Send over your resume and a short cover letter telling us something about yourself, what you enjoy outside of work, and a strange fact (if you have one). You don't need to explain your working history. The resume usually covers that..
