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Tradify Limited Logo Tradify Limited · Customer Service

Senior Customer Success Representative

New Zealand, Auckland · Job Posted February 13, 2026
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Job Description

The team at Tradify Limited, a leading software company, is seeking a highly motivated and customer-focused individual to join them as a Customer Success Representative. In this position, you will ensure the success and satisfaction of Tradify's customers in the ANZ region. The Senior Customer Success Representative plays a vital role in partnering with both new and existing customers to help them maximize their business potential using Tradify.

Job Responsibility

  • Manage and resolve tier-two escalations
  • Support the onboarding process for new Customer Success team members
  • Engage in and facilitate peer-to-peer coaching sessions
  • Collaborate with larger, high-value clients to enhance the value they receive
  • Assist Customer Managers with various tasks
  • Coordinate with Support Managers and engineering teams on SUPE tickets, bugs, and incidents
  • Contribute to refining our onboarding process
  • Collaborate closely with Customer Success teams from other regions
  • Act as a champion for our customers, relaying product recommendations
  • Reach out to customers after they upgrade to a paid account
  • Deliver engaging online webinars, training sessions, and demos
  • Maintain accurate and timely records of customer data
  • Stay informed about the latest Customer Success strategies and tools
  • Promptly respond to inbound customer inquiries
  • Participate in retention and post-90-day engagement initiatives
  • Work in close collaboration with senior sales team members to enhance handover processes

Requirements

  • Have the flexibility to work late shifts 2 nights per week to service our ANZ customers
  • Have experience in a Customer Success, Support or Sales role, or can demonstrate talent and desire to help customers succeed
  • Enjoy leading and participating in peer-to-peer coaching sessions
  • Capable of actively engaging and collaborating with various departments
  • Are highly empathetic, high energy and can relate to people from all walks of life
  • Love to find ways to make technology understandable and relatable
  • Are highly organised with great attention to detail
  • Driven to make sure you contact all customers to need help onboarding, or potentially have an issue
  • Have excellent written and verbal communication skills
  • Thrive in a great team environment
  • Believe that tradespeople do important work and that supporting them is an awesome thing to be a part of
  • Want to do work that improves other people’s lives, but also believe it should be fun

What we offer

  • Values-based culture
  • Hybrid Working 3 office/2 home
  • Free in-office parking
  • A Dog-Friendly office
  • 5 Wellbeing days per year
  • 3 Giving Back Days per year
  • Southern Cross Health & Life Insurance
  • Join us for the 'Big Break' - 4 day company holiday
Tradify Limited - All Job Offers

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