Customer Success Specialist @ Mercha

The short version

You are the front door. When a customer contacts Mercha, you are the first person who sees it, and how that goes decides whether they come back.

This is not a ticket-closing job. You own the inbound queue end to end, you personally close revenue nobody else in the business is working, and you are measured on customer satisfaction as a headline number the same way our sales team is measured on quota.

About Mercha

Mercha does branded merchandise properly: design, production, warehousing and distribution for companies who want their brand to show up well. We hold client stock, we run event and launch logistics, and we ship to their people wherever they are.

Two Facts That Explain How This Business Grows

• Heidi Health came to us as a single $1,410 web order. It is now $471,000 across 26 orders.
• Airwallex started as a set of abandoned checkouts. It is now a $2.5M global project in pipeline.

Neither happened because of a clever pitch. They happened because every order worked, every query got answered properly, and nobody had a reason to look elsewhere. That is the job you are applying for.

What you own

• Inbound volume across every channel

You Manage The Inbound Queue End To End

• hello@mercha.com.au: every enquiry, issue and reorder that arrives in the shared inbox.
• Live chat: answered promptly, with a real answer rather than a holding message.
• Inbound calls: picked up, resolved where you can, logged either way.
• Order confirmation calls: you call and confirm every order placed, before it goes to production.

Your job is to resolve what can be resolved and route what cannot, quickly and to the right person. Tier 1 issues escalate through Nat as the named Account Manager and never sit in a queue behind lower-priority work. Knowing the difference, without being told each time, is a large part of doing this job well.

• Converting the demand the sales team does not work

Not every buyer belongs in a managed sales lane, and that does not make them worthless. Non-ICP customers and one-off transactional purchases still represent real revenue, and our Account Executives are deliberately not spending time on them.

That demand is yours to convert. You quote it, you close it, you get it ordered, and you carry it through order confirmation, delivery and everything in between.

Nobody else is doing this. Without you it is revenue we leave on the table. It also means a measurable portion of Mercha's revenue comes directly from your work, which is not true of most customer success roles.

• Reactive operational support

You support Katre and the operations team when they need it, and you support our trunk customers on the operational side: deliveries, events, and the day-to-day requests that come with holding a client's stock.

Nothing is formally handed to you when a deal closes. This is reactive support where the business needs it, which means you need to be comfortable picking up work that has no owner and finishing it.

• Administration and record accuracy

Accurate records and clean data in HubSpot, and the operational follow-through that keeps sales and account management moving. Unglamorous. The whole thing falls over without it.

How we measure you

CSAT is your headline number. It is not a soft metric here and it is not a nice-to-have. A customer who has a good experience orders again, and a repeat customer is worth many times a one-and-done buyer. Your satisfaction score is the leading indicator of repeat purchase, and therefore of revenue. Treat it as your number.

Alongside It

MeasureWhat we look atCSATMeasured consistently, reviewed with you the same way we review everyone else's numbersFirst response timeAcross email, chat and callsResolution timeAcross email, chat and callsRevenue convertedFrom non-ICP and one-off demand, quoted and closed by youCorrect prioritisationHigher-priority accounts never stuck behind lower-priority workClean escalationThe right things reach Nat and the Account Managers, at the right time, with the context they needRecord accuracyHubSpot data our support and customer reporting can be trusted on

Targets are set with you in your first fortnight against a measured baseline, not guessed at before you start.

What a week looks like

• Queue is triaged and cleared daily. You are not carrying yesterday's email into tomorrow.
• Every order placed gets a confirmation call before production.
• Quotes for one-off and non-ICP enquiries go out same day where the information allows it, and get followed up rather than filed.
• Escalations reach Nat or the relevant Account Manager with the context already assembled, not as a forwarded email chain.
• HubSpot reflects reality at the end of each day.
• Operational requests from Katre or a trunk customer get picked up and closed out.

What we need you to already have

• Two or more years in a customer-facing role in a business where orders had to physically arrive: merchandise, promotional products, print, apparel, e-commerce, wholesale, logistics or similar. You need to understand that a delivery date is a promise.
• Genuine operational discipline. You work from a system, not from memory. You finish what you pick up. You can be handed a queue with no process and impose one. This is the single most important thing we are hiring for, and it is where we will push hardest in interview.
• Comfort selling. You can quote, follow up, handle a price objection and ask for the order. You do not need to have carried a quota, but you need to be someone who closes rather than someone who waits.
• Phone confidence. A material part of this role is outbound confirmation calls and inbound calls. If you would rather email, this is not your role.
• Clear written English. Concise, warm, unambiguous. You will write hundreds of customer messages a week and they represent our brand.
• CRM literacy. HubSpot experience is ideal. Any serious CRM plus a willingness to learn ours properly is acceptable. "I updated it when I remembered" is not.
• Judgement about priority. You can tell the difference between urgent and loud, and you escalate the first without being prompted.

Nice to have

• HubSpot Service Hub, live chat and shared inbox experience.
• Aircall or a comparable cloud telephony platform.
• Experience with warehoused or consigned client stock.
• Event and activation logistics.
• Experience being the first or only person in a support function, with the process built rather than inherited.

Who this role does not suit

We would rather say this now than at offer stage.

• Anyone who wants a strictly scoped role. Your remit will move, and reactive work is a stated part of the job.
• Anyone uncomfortable being measured. Your numbers get reviewed openly alongside everyone else's.
• Anyone who wants to stay off the phone.
• Anyone who needs a manager to sequence their day for them.

Why this role is worth taking

The Account Executives get paid for landing accounts. You are a large part of the reason those accounts stay, and you close business none of them touch.

You will sit across sales, account management and operations, which is the fastest way to actually learn how a product business works. There is a real path from here into account management or operations for the right person, and we would rather promote than recruit.

You will also have a founder-adjacent line of sight. This is a team where you can raise something that is broken and see it changed.

Package

• Base salary: $[TBC], plus superannuation at 12%
• Non-quota role. No commission component in FY27; performance is reviewed against the measures above
• Eagle Farm, Brisbane. In-office while you learn the business, with hybrid flexibility once established
• [TBC: any additional benefits, leave, professional development budget]

Process

• Application with a short written response to the screening questions below
• 20 minute phone screen, because this is a phone role
• Interview with the hiring manager, including a practical exercise: a real customer scenario, a real quote and a triage decision
• Reference checks focused on reliability and follow-through
• Offer

Suggested screening questions

Use these in the application form. Written answers filter faster than a phone screen.

• Describe a time you inherited a backlog or a broken process. What did you actually do, and what changed as a result? (Looking for: system-building, not effort narratives.)
• Tell us about an order or job that went wrong on your watch. How did the customer find out, and what did you do? (Looking for: proactive disclosure, ownership, no blame-shifting.)
• You have 40 unread emails, a live chat waiting, and a voicemail from your largest account. Walk us through the first ten minutes. (Looking for: prioritisation reasoning, not speed claims.)
• What was the last thing you sold, and how did you close it? (Looking for: any real commercial instinct.)
• Which CRM have you used, and what did you personally keep up to date in it? (Looking for: specificity. Vague answers here are a reliable negative signal.)

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Key Responsibilities

• 📬 Managing inbound volume
• 💰 Converting demand
• ⚙️ Providing operational support

Key Strengths

• 🤝 Customer service experience
• 📋 Operational discipline
• 💼 Sales comfort
• 🖥️ HubSpot experience
• 📞 Cloud telephony knowledge
• 🎉 Event logistics experience

Why Mercha is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Mercha not with Hatch.