Customer Success Specialist (Remote)

Department: Customer Success

Location: Remote (Work from Home)

Salary: $1,200 AUD per month

Hours: Full-Time (45 hours/week, 6 days), aligned with AEST/AEDT, occasional Saturday work

Freedom Academy helps business owners and professionals build more profitable, scalable businesses through coaching, education, systems, and accountability.

We're looking for a highly organised and relationship-driven Customer Success Specialist to guide prospective and new clients through every stage of their journey—from initial enquiry and sales support through onboarding and ongoing engagement.

You will be the bridge between our sales team, coaches, and clients, ensuring every client receives an exceptional experience from their first interaction with Freedom Academy.

To deliver a seamless client experience by supporting prospects during the sales process, coordinating onboarding, maintaining client engagement, and ensuring every client feels supported, informed, and set up for success.

You will be responsible for turning interest into commitment, ensuring smooth onboarding, and building strong client relationships that drive retention and satisfaction.

• Contact newly booked prospects to confirm appointments and improve attendance rates.
• Provide information about Freedom Academy programs and next steps.
• Answer enquiries via phone, email, and messaging platforms.
• Coordinate calendars, appointment confirmations, reminders, and reschedules.
• Maintain accurate records and client notes within the CRM.
• Support the sales team with prospect follow-up and administrative tasks.
  

• Conduct onboarding calls with newly enrolled clients.
• Guide clients through platform access, resources, and program expectations.
• Ensure all onboarding documentation and requirements are completed.
• Coordinate introductions to coaches, mentors, and support teams.
• Schedule initial coaching sessions and key milestones.
• Create a positive and professional first impression of Freedom Academy.

• Act as the primary point of contact for client questions and support.
• Conduct regular check-ins to monitor client engagement and progress.
• Identify potential risks to client satisfaction and proactively address concerns.
• Celebrate client milestones and successes.
• Escalate issues appropriately and coordinate solutions with internal teams.
• Support client retention through strong relationship management.

• Respond to client enquiries via phone, email, chat, and Zoom.
• Resolve general account, platform, scheduling, and program-related questions.
• Coordinate solutions with coaches, operations, and leadership teams when required.
• Ensure timely and professional communication in line with service standards.

• Monitor outstanding payments and follow up professionally with clients.
• Coordinate payment arrangements where required.
• Maintain accurate records of payment discussions and outcomes.
• Work collaboratively with the finance team to ensure account accuracy.

• Maintain accurate client records, notes, tasks, and communication history.
• Ensure all interactions are documented in the CRM on the same day.
• Generate weekly reports on onboarding, client engagement, and support activities.
• Support continuous improvement of systems, templates, and processes.

• First response to new enquiries within SLA.
• Appointment attendance rate.
• Onboarding completion rate.
• Client satisfaction (CSAT).
• Client retention and engagement rates.
• CRM accuracy and compliance.
• Response time to support enquiries.
• Timely completion of onboarding and follow-up activities.

• GoHighLevel (CRM)
• Google Workspace
• Zoom
• Slack
• Aircall
• Stripe
• Project Management Platforms
• Client Community Platforms

You build trust quickly and communicate professionally across phone, email, video, and chat.

You genuinely enjoy helping people and creating positive client experiences.

You manage multiple clients and tasks without letting anything fall through the cracks.

You identify issues early and work proactively to find solutions.

You take responsibility for outcomes and follow through until issues are resolved.

You thrive in a fast-paced environment and can confidently manage changing priorities.

• Excellent written and spoken English.
• Minimum 2 years experience in Customer Success, Client Services, Account Management, Customer Support, Sales Support, or a similar role.
• Experience using CRM systems (GoHighLevel preferred).
• Strong administrative and organisational skills.
• Comfortable working remotely and independently.
• Experience supporting Australian clients is highly regarded.

• Long-term career opportunity with a growing business.
• Work-from-home flexibility.
• Supportive and collaborative team environment.
• Ongoing training and professional development.
• Clear opportunities for career progression into Client Success, Operations, or Leadership roles.

Email your CV to apply@miyagi.coach

Subject Line: Customer Success Expert – [Your Name]

Please submit a Loom video covering:

1. Tell us about yourself.
2. Why is your experience relevant to this role?
3. What makes you an exceptional customer success professional?
4. Why should we hire you over other applicants?

Respond to the following enquiry in 100–150 words (include in your cover letter):

"Hi, I booked a call but haven't received any information yet. Can someone help me understand what happens next?"

Your response should demonstrate professionalism, empathy, clear communication, and a customer-first approach. Feel free to check our website for information about the company.