Customer Success Specialist

Buddy Advisory is proud to be partnering with Business Automation Works (BAW), a fast-growing business delivering smart automation solutions to the financial services sector, including accounting practices. By replacing manual, time-consuming processes with smarter, more innovative ways of working, BAW lifts productivity and job satisfaction, freeing practice managers, partners, and admin staff to focus on what matters most: client relationships and engagement.

The role

A Customer Success Specialist vacancy now exists for a customer-focused problem solver to join the growing team in Geelong. This is a hands-on role owning the front line of the customer experience, spanning helpdesk support, technical troubleshooting, user training, and product testing. You'll be the first person customers turn to when something isn't working — and often the reason they stay. You'll bring genuine care for customers, real technical curiosity, and the appetite to help shape not just how we support, but how we improve.

The responsibilities

• Monitor and manage the helpdesk, responding to customers with high responsiveness and professionalism.

• Perform initial technical troubleshooting, fault triage and issue resolution across BAW's product suite.

• Coordinate with development and technical staff to resolve complex tickets, owning the customer relationship through to resolution.

• Monitor product analytics and system tools to detect abnormal behaviour and support proactive, pre-emptive maintenance.

• Conduct onboarding and training for new users, and coach existing customers on best-practice use of the product suite.

• Carry out non-technical testing of new and existing features to support quality assurance.

• Create and maintain clear internal documentation and customer-facing help guides.

• Contribute to team and business discussions, continuous improvement, and the culture that makes the team work.

The requirements

• Demonstrated experience in a customer support, service desk or customer success role, ideally in a software or SaaS environment.

• Intermediate to advanced computer skills with strong low-level technical troubleshooting capability, you enjoy working out why something broke, not just that it did.

• Exceptional customer focus and a genuine commitment to building user trust.

• Excellent interpersonal skills and a strong team-player mindset.

• Strong organisational skills and the ability to prioritise as deadlines and demands shift.

• The ability to train users effectively and articulate best practice clearly, to both technical and non-technical audiences.

• Meticulous attention to detail across fault triage, testing and documentation.

• Strong critical thinking and a proactive, ownership-driven approach to problem solving.

• Curiosity and energy for AI-assisted tooling and modern ways of working is highly regarded.

Why join

• Exposure to modern software solutions, analytics tools and automated workflow practices.

• Genuine influence over how we support customers, and the processes and documentation that underpin it.

• Direct impact on client satisfaction and the operational success of financial services businesses.

• A clear pathway to grow — into deeper technical support, customer success, or product, as the team and business scale.

• Based in our Geelong office, with real proximity to customers and commercial impact.

• A supportive, collaborative team culture that values continuous improvement and individual growth.

• A leadership team actively investing in AI-assisted tooling and modern ways of working.

• A fast-growing company solving genuinely meaningful problems for financial services businesses.

• Salary guidance: $65,000 - $75,000 + superannuation.
  
  Apply now! applications close Wednesday August 12