Customer Success Analyst

About the Role

You will begin by handling Tier 1 support queries with the help of Avaza's internal resources, AI tools, and senior team members. Over time, you will be trained to handle more complex Tier 2 product questions, assist with customer onboarding, and contribute to broader customer success activities.

This role is ideal for someone who is analytical, dependable, and tech-savvy, someone who communicates clearly in writing, takes ownership of their work, and is genuinely curious about how a global SaaS business operates.

Key Responsibilities

• Respond to customer support queries via chat and email in a clear, helpful, and professional manner.
• Understand customer questions, investigate issues, and provide accurate guidance using Avaza's help resources, internal documentation, and AI-assisted tools.
• Escalate complex technical or product issues to senior team members with clear context, screenshots, steps to reproduce, and relevant customer details.
• Assist with customer onboarding, training preparation, and follow-up communication where required.
• Help maintain and improve internal support documentation, response snippets, and knowledge base content.
• Support the team in identifying recurring customer issues, product gaps, and opportunities to improve the customer experience.
• Maintain accurate internal notes where required so customer context is easy for the wider team to access.
• Learn Avaza's core modules: projects, tasks, timesheets, resource scheduling, expenses, invoices, automated billing (AutoCharge), reports, and integrations.
• Contribute to customer success initiatives such as review campaigns, customer check-ins, case studies, marketing collateral and account follow-ups as needed.

Core Skills & Competencies

• Strong written English communication skills: clear, professional, and precise.
• An analytical mindset: able to understand customer problems, break them down, and explain solutions simply.
• Comfortable using software tools and learning new systems quickly.
• Reliable and disciplined, able to work independently once trained.
• High attention to detail, especially when investigating issues or escalating bugs.
• A customer-first attitude: patient, empathetic, and professional under pressure.
• Comfortable using AI tools to improve productivity, research issues, and draft responses.

Nice to Have

• Prior experience in customer support, SaaS, operations, or account management.
• Familiarity with tools like Intercom, Zoom, Google Workspace, Xero, QuickBooks, or similar platforms.
• Basic understanding of project management, time tracking, invoicing, or accounting workflows.
• Experience working with international customers.
• Interest in growing into a Customer Success, Product Support, Account Management, or Operations role.
• Comfortable working remotely, staying responsive during assigned hours, and keeping clear written records of customer issues and follow-ups.

Working Hours

This role may require coverage across international customer time zones, including ANZ, EU, or North American hours depending on team requirements. Final shift timing will be confirmed during the hiring process.

What We Offer

• Hands-on training across customer support, customer success, onboarding, product troubleshooting, and AI-assisted workflows.
• Exposure to international customers and real business use cases across consulting, IT, creative, and professional services.
• A clear path to grow into a more senior support, customer success, or account management role.
• Ongoing guidance and mentorship from experienced team members.
• Competitive salary with regular, performance-based increments
• Comprehensive health insurance for the family
• Paid annual leave
• Flexible work environment
• Company-provided equipment (Laptop, Mobile, tablet, etc.)
• Opportunity to grow into other roles based on performance
• Remote/Hybrid work environment
• Nurturing and positive team culture