Customer Experience Operations Associate (Internal Tools)

Not all heroes wear capes — but plenty of them use toilet paper

Want to challenge yourself at a high-growth startup AND make a difference in the world?

Come join the revolootion!

Funny name, serious business

We make eco-friendly products and donate 50% of our profits to help build toilets for the billions of people who lack proper access. So far, we’ve contributed over $10 million AUD (roughly $7.4 million USD) to fund water and sanitation projects around the globe. Basically, we’re really good at doing good. 

With hubs in Australia, the Philippines, China, the US, UK and Europe, our ambitious team of 170+ work tirelessly to make the biggest possible impact for people and the planet. Over the next couple of years, we’re working to increase our annual donation tenfold and we won’t rest until everyone in the world has access to clean water and sanitation services.

A bit about the role

As we continue to grow and reach more markets, we also set the bar high to create scalable solutions that will continue to deliver and delight our customers. Our CX Operations team is looking for an Associate for Internal Tools to help us deliver improvements in how our digital tools interact with our customers & our customer happiness team. 

Reporting to our CX Operations Manager (currently hiring for!), you’ll be the nuts and bolts in operating our Ada chatbot program and a key contributor to our OKR projects. We want to leverage the use of Ada and be able to implement its advanced proactive messaging feature hence, you’ll help us get there by training and coaching the bot to understand what customers are asking. Simply put, you will be the voice of our customers within the company, looking for feedback and insights that can inspire new product features, improvements, and ideas.

If Kembot is your favorite dance move, it will surely come in handy to help you embrace cross-functional collaboration. You’ll get to work closely with our Digital Product and IT teams to work through projects related to our internal tools/core duties while also serving as the first line of support for simple issues that affect CX. 

Our CX Operations team spans across Australia and the Philippines and we’re open to amazing candidates from anywhere in these two hubs and possibly in the US if you’re happy to commit to PST and AEDT timezones. Although you will be primarily working remotely! This might mean your lounge room, a hut on the beach, or a local cafe - up to you! 

If you worked here this past six months here are some things you might have been involved in: 

• Been the constant source of wisdom, guidance and support for our CX team in helping troubleshoot day-to-day technical challenges. 
• Been a key project member in our migration of our 100+ strong team from one help desk platform to another, with minimal disruption to customers and our team.
• Joined a team-wide karaoke battle/dance party, at the end of our CXFest, held in Manila.
• Assisted in the evaluation of the range of options in the workforce planning and management software world.
• Continued to build out our amazing Chat Bot to help deliver instant and effortless support to our customers.
• Set a new crossword puzzle record during our fortnightly ‘Friday Fun’ catch-up.

Let’s talk about you

You are a written comms superstar who has worked within support teams, speaking to customers. You can find the balance between the brand voice and a customer support voice, communicating complicated things in a simple way. 

You are tech-savvy!

You are a natural tinkerer who likes to play around with tools or leverage automation to save your resources, effort, and time. You love testing technology, researching, and planning before committing to any of it. 

You love problem-solving 

You are a logical thinker that can make clear maps and flows of how a solution will be found to a customer’s problem. 

You love the devil in the detail 

Being able to work through a repetitive task with insane attention to detail will be extremely valuable when working with Ada. You like finding the pattern in the jumble of data and building responses to meet those criteria that will make Ada even more effective.

You know how to use your tail to keep your balance

Just like squirrels and monkeys, you use your big, bushy tail to keep your balance when jumping from one project to another or moving from an Ada-focused time to troubleshooting minor tools issues in Zendesk, Shopify, Recharge or Zapier.

You give a crap

Do you want your work to make the world a better place? Do you want to work with other people who feel the same way? What a coincidence — us too!

Why should you work with us?

First off, there’s the feel good stuff. As a certified B Corp™, we work to make a difference every day while maintaining the highest standards of social and environmental impact. We also believe that helping to make the world a better place shouldn’t have to mean getting paid peanuts — it’s why we offer super competitive salaries, benefits like tailored learning and development opportunities, generous paid parental leave and free toilet paper (yes, you read that right). 

But you don’t have to take our word for it — our employees recently gave us our sixth consecutive Culture Amp engagement score of 90+ and we’ve been named one of BuiltInLA’s “100 Best Places to Work” two years in a row.

Have you made it this far?

If you’re still reading, we think there’s a strong chance you might be our kind of person. Here’s the thing, though — research suggests that 60% of women and underrepresented folks might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the closer we are to delivering toilets and clean water for all.