Customer Success Specialist

Sophiie AI is a Gold Coast–born, VC-backed AI voice startup building an AI office manager for SMB trades and field service businesses. Our whole reason for existing is simple: eliminate admin and grow revenue for operators who’d rather be on the tools than stuck in the inbox.

We’re growing extremely fast and we’re planning to 6x by the end of the year — which means we need people who can move at speed, keep up with the systems that are set up, and always provide valuable insight.

This role is in-office, 5 days/week in Surfers Paradise (of course flexibility is there when needed). We move fast, priorities change daily, and customer breakthroughs happen when Success, Lifecycle, and Product are sitting in the same office. Also, who doesn’t love working 2 minutes away from the beach?

• Base Salary: $60,000 – $70,000 AUD (depending on experience)

Own the frontline customer experience for our tradie and field service users. Your job isn’t just to answer tickets and say "have a nice day"—it’s to support busy business owners through their ongoing operations, drive deep AI adoption, and proactively save at-risk accounts before they even think about churning.

This is a high-ownership role. You will be accountable for resolution speed, customer health, and account continuity, not just response times.

• Be the Tradie's Champion: Handle incoming support, configuration hurdles, and technical troubleshooting via phone, SMS, and email with speed, clarity, and zero corporate fluff.
• Master the Face-to-Face (Video Sessions): Run high-impact, 1-on-1 video calls to walk customers through advanced features, visually troubleshoot complex setups, and build real relationships that email or chat never could.
• Intervene Early: Monitor ongoing usage data to spot "silent churn" (users whose daily activity drops off after setup) and pick up the phone to get them back on track.
• Bridge the Product Gap: Translate messy, real-world customer frustration into clean, actionable feedback for our Product and Engineering teams.
• Build the CS Playbook: Help us document FAQs, build out self-serve help guides, and streamline how we handle customer requests as we scale.

You don’t measure success by just how many tickets you closed today. You measure it by how stable, healthy, and locked-in our customer base remains:

• Account Health & Retention: Tradies stick around because you solve their ongoing tech hurdles before they turn into frustration, directly protecting our monthly logo retention.
• Video Engagement & Resolution: You leverage video sessions effectively to turn confused users into power users, fixing complex issues fast and ensuring they get sustained value.
• Churn Defense: When a customer hits a wall or faces a business shift, you dig in, find solutions, and successfully prevent account cancellations.
• Product Impact: You regularly surface recurring customer pain points that result in actual product fixes, systematically shrinking the inbound support queue.

Primary KPIs:

• Ticket Resolution Time: Closing out incoming issues with extreme speed, ensuring busy operators aren't left waiting.
• First Contact Resolution (FCR) %: Resolving incoming support issues cleanly on the first go.
• Account Health Score / Logo Retention: Keeping active post-onboarding accounts stable, happy, and paying.

• Empathetic & Direct: You can talk to a stressed-out plumber at 4:30 PM, calm them down, and fix their tech issue without making them feel silly.
• A Relentless Problem Solver: If a setup link breaks, you don't wait for a manager. You find a workaround and flag the permanent fix.
• Fast & Adaptable: You thrive in a chaotic startup environment where priorities shift and the product evolves weekly.
• Data-Literate: You don't just guess how customers are doing; you use tools to see who is struggling and needs a call.

• 1–3+ years in Customer Success, Account Management, or Tech Support (SaaS or high-growth startup experience is a massive plus).
• Comfort using modern support stack tools (HubSpot, Slack, Claude, etc.).
• An AI-First Mindset: You already use AI tools (ChatGPT, Claude, or wrappers) to speed up your own day-to-day work, draft replies, or solve problems faster. (Huge advantage if you do).
• Exceptional verbal and written communication—you write clearly and speak confidently.
• Bonus points if you have experience working with or around the trades/field services sector.

• Gold Coast based
• 5 days/week in our Surfers Paradise office
• High ownership, high pace, high standards



Send your CV/LinkedIn plus a short answer (max 200 words) to this scenario: We don’t mess about and are looking to hire someone asap!

Scenario: A customer has gone live and they text you the next day: “it’s not working,,can we cancel”. What do you do next?