About the Customer Success Specialist role
Rocketspark is on the hunt for an outstanding Customer Success Specialist who's all about creating joyous moments and forging genuine connections. As a key player in our Customer Success team, you'll be the go-to hero for our customers, providing genuine support via phone, email, and chat.
Your goal?
To be their trusted navigator on the website-building journey, transforming intrigued visitors into enthusiastic Rocketspark fans. If you're ready to make a real impact and sprinkle some serious happiness, we want you on our team! 🚀
Key skills and responsibilities
Quick to learn & adapt to processes
Excellent listener and communicator
Very high attention to detail
Energetic, positive and a people-liker
Essential skills
A quick learner who has a natural affinity for technology, able to pick up new systems quickly
Excellent written and verbal communication skills
A good listener who can relay information clearly and simply
Energetic, positive and a people-liker
Conscientious and a finisher - someone who can be trusted to take a query or a task to its completion
Attention to detail – consistently demonstrates a high level of accuracy and thoroughness when completing a task
Initiative - is able to spot opportunities to improve things and take action unprompted
Creative thinker and a good problem solver - someone who is able to adapt and think outside a process or the way things have been done before if it makes sense to do so.
Key responsibilities
Prioritising and responding to customer enquiries within our online support ticket system
Making and receiving customer support phone calls
Escalating technical problems to the technical support team
Delivering exceptional, timely service, helping customers to reach their goals by making the most of their Rocketspark website
Writing and delivering customer success content, including help guides and educational videos
Looking for and suggesting ways to proactively improve the customer experience
Supporting customer success initiatives to improve upgrade conversion and subscription level
Gathering customer insights to help improve Rocketspark’s product proposition and identifying business opportunities.
Learn more about the role and our team
More about Rocketspark and what we stand for
Award winning, beautifully simple website builder
The team at Rocketspark have created an award winning, beautifully simple website builder and ecommerce platform. We take pride in what we do, and we use Rocketspark to do good in the world. We’ve bootstrapped from our start in New Zealand 14 years ago and now have graphic designers and small business customers around the world creating websites with Rocketspark. We live and breathe our customer feedback while going above and beyond to help clients succeed.
Rocketspark exists to create a better life
Rocketspark is highly rated for ease of use and exceptional and timely customer support. We have a genuine desire to help others and most of our new customers come from word-of-mouth referrals. Rocketspark exists to create a better life for small business owners, our partners, the Rocketspark team, and the world around us through our software, services and a passion to go above and beyond for our people.
We support designers with their business journeys
We have an amazing community of graphic designers who use Rocketspark to create websites for their clients. We support these designers in their business journey and they in turn enjoy using Rocketspark to create websites for their clients. It’s a true win-win approach to business.
A motivating and caring working environment
Rocketspark is a motivated organisation, and we provide a caring working environment with a high number of long-term team members. We are a positive company with an upbeat culture where work-life balance is valued. We’re also highly focussed on making a difference in the world and support a large number of charities, not-for-profits, and social enterprises.
