Who we are:
- Sustain.Life is a high-energy, early-stage, VC-backed Climate Tech start-up. We focus on providing ESG solutions to our customers to support their ambitions in addressing the most challenging questions of our time. Our sustainability platform specializes in B2B solutions for corporate sustainability efforts, offering innovative technology solutions and industry experience to support business targets, personal goals and a vision of a sustainable future for everybody on the planet.
- We are on a mission to create best-in-class software that changes the world, and we are looking for like-minded individuals to join us and help us grow. We are building a team that will help our users launch sustainability programs, benchmark their ESG performance, measure carbon emissions, set meaningful goals, execute reduction strategies, and ultimately share their progress with key stakeholders.
- We are a Certified B Corporation which is a private certification of for-profit companies that have met high standards of social and environmental performance, accountability, and transparency, and we were Pitch Finalists in the 2022 SXSW Social and Culture category.
- We are a fully remote workforce collaborating across Australia, US, UK, Ireland and a growing list of other countries. We have an incredible team of world-class experts, designers and technologists developing our platform, and at Sustain.Life, we take our mission seriously. In 2022, our entire carbon footprint was 522.78 MT CO2e, which we offset through high-quality verified projects.
Job Description:
We’re looking for a driven and personable Customer Success Associate to join our team based out of Ireland. This role will be responsible for enhancing and expanding the methods we use to engage our customers globally as they seek technical or strategic guidance in our application. This role will report to our Sr. Director of Customer Success, and this will be our first hire in Europe for the Customer Success Team.
The ideal candidate will be energised by providing best-in-class customer service, collaborating with peers to resolve issues, working at a leading technology company focused on helping climate-forward companies transition to a more sustainable future.
In this role, your core responsibilities will include the following:
- Elevate the customer experience by delivering timely and courteous technical support, facilitating their utilisation of our app and supporting them as they progress on their sustainability journey.
- Assist the Customer Success team in facilitating seamless onboarding experiences for clients by providing technical support and guidance, particularly in data integration processes, ensuring smooth transitions and efficient utilisation of our products and services.
- Prioritise and manage multiple customer issues and requests effectively, ensuring timely resolution and exceptional customer satisfaction, and coordinating these requests with the Sustain.Life product team.
- Partner with customer success, product, and sustainability teams to review and optimise existing self-help guides and client support materials, while also spearheading the development of new processes to ensure more effective management and utilisation of these resources.
- Foster strong relationships with our growing European customer base through proactive communication, and regionally tailored solutions. Implement targeted customer outreach and customer engagement initiatives to further strengthen connections and drive customer satisfaction and loyalty in the region.
- Collaborate with Customer Success & Partnerships to expand our partnership enablement materials and training program, ensuring that our partners have the necessary resources and knowledge to effectively support and promote our products/services, ultimately driving mutual success and growth.
Who you are:
- 1-3 years of experience in support, customer experience, customer success or other client facing roles
- 1-3 years of experience or education in carbon emissions management, carbon accounting, or sustainability
- Familiarity with common support and SaaS tooling such as Hubspot, Zendesk, ChurnZero, Jira/Azure Dev Ops
- Extremely organised individual comfortable working in a fast-paced, collaborative environment
- Ability to function and contribute within a team, while also having willingness to accomplish tasks individually successfully
- Have an open-minded desire to learn, grow and adapt as your responsibilities evolve
- Effective time management skills with an ability to identify and prioritise essential tasks
- Outstanding oral and written communication skills
- Comfortable with a remote working and often autonomous environment
Bonus - experience we'd love to see:
- Startup experience. You’ve helped build new businesses from the ground up.
- A passion for sustainability - You care about climate change and want to be part of the solution.
Base salary range: €40,000 – €55,000/year
The estimated salary range represents the low and high end of the anticipated salary range for this position. The actual salary offered for this position will depend on numerous factors including determined position level, individual experience within the salary band and business objectives. Our salary is just one component of Sustain.Life's competitive total compensation package that also includes an Employee Stock Purchase Plan as well as other region-specific health and retirement benefits.
Interested? Great - we'd love to talk to you! Please apply directly to the role on our website https://boards.greenhouse.io/sustainlife.
If you don’t check every box, don’t let that stop you. We prioritize talent, passion, and drive over what looks good on paper. If you’re on the fence, we encourage you to hit the apply button and highlight what draws you to Sustain.Life. Sustain.Life is an Equal Opportunity Employer - Minority/Women/Disability/Veteran/Gender Identity/Sexual Orientation/Age.
