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 Support Specialist vacancy now exists for a customer-focused problem solver to join the growing team in Geelong. This is a hands-on, front-line support role, owning BAW's help-desk and the day-to-day tickets that come with it. You'll be the first person customers turn to when something isn't working: triaging issues quickly, resolving what you can, and escalating anything complex to the development and technical team. Alongside this, you'll play a supporting role in user training, product testing, and documentation as the need arises.

The responsibilities

• Own and manage the help-desk day-to-day, triaging and responding to a high volume of tickets with speed and professionalism.
• Perform first-response troubleshooting and issue resolution across BAW's product suite, escalating complex or technical issues to development and technical staff.
• Keep customers informed and engaged through to resolution, even where a ticket has been escalated.
• Support onboarding and training for new users, and contribute to product testing and internal/customer-facing documentation as needed.
• 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 (Software or SaaS environment experience viewed favourably).
• Comfortable managing a high volume of tickets while staying calm, methodical, and organised under pressure.
• Exceptional customer focus and a genuine commitment to building user trust.
• Excellent interpersonal skills and communication skills, with a knack for providing effective solutioning to both technical and non-technical audiences.
• Meticulous attention to detail, sound organisational skills, and the ability to prioritise as deadlines and demands shift.
• 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 Thursday August 13.