**Who We Are**:
The partnership channel offers scale and automation on a pay-for-performance model that delivers the operating leverage necessary for brand survival. Partnerize empowers marketers with technology built to discover, engage, and convert audiences, at scale, all while maintaining brand safety and control.
**Why Join Us?**
Our commitment to growing partnerships doesn't end with our clients. Our employees are carefully selected to be a part of our company because they emulate a carefully crafted and practiced set of core values that define us and our business. Joining Partnerize means joining a company that sincerely values your talent, expertise, and passion. We strive each day to hire and retain only the best. Doing so affords us the opportunity to be the best in the business, to exceed our clients' expectations, to innovate, to teach—and most importantly—to earn and maintain our clients' loyalty.
**Purpose of the Role**
The Customer Support team's mission is to ensure all clients receive the best customer experience and understand the true value of Partnerize to grow revenue.
As a member of the Customer Support and Delivery Ops teams, you will provide support, admin tasks, training, and guidance to Partnerize's customers in the JAPAC region. A big part of this is supporting our Japanese customers, so we're looking for a native Japanese speaker.
This is a hybrid role and would therefore be split between answering support queries, educating, and consulting customers on how to use our software, and providing administrative tasks for clients that receive additional services. Your role may also include the process of onboarding new clients and their partners to our Partner Management Platform.
**Essential knowledge, skills, and abilities**
- Client or customer support experience
- Native Japanese language skills (written and spoken)
- Teamwork, robust work ethic and enthusiasm to learn
- Ability to communicate technical information to a non-technical audience
- Strong prioritisation and organisational skills
- Strong interpersonal and soft skills
- Comprehensive computer literacy
- Problem solving skills
**Desirable knowledge, skills, and abilities**
- Experience in digital marketing
- Understanding of online tracking methodologies
- Experience writing guides and training material
- Project Management skills
- Experience in external or internal training
- Marketing, Advertising or Business degree
- Strong working knowledge of Excel or similar with experience in usage of Functions and Formulas
**Key Responsibilities**
- Provide customer support for Partnerize's clients and partners
- Provide administrative support for Partnerize's clients
- Creating and analysing reports
- Uploading creative content
- Assisting with client invoice processes
- Commission adjustments
- Reconciliations
- Complex commission review
- Train clients on the Partnerize software and services
- Provide documentation for both internal and external use
- Process translations of support tickets
- Liaise with internal teams to ensure we provide extensive service for clients
- Manage tickets, tasks and projects whilst ensuring SLAs, deadlines and KPIs are met
- Occasionally attend client facing meetings or events
**Australia Benefits & Perks**
- 22 days holiday
- Enhanced parental leave (Partnerize Parents) 6 months full pay, 6 months half pay and 5 extra 'Partnerize Parental Days' each year
- Regular company events and activities
- Enhanced Wellness Program including access to Wellness Coaching & Wellness Fridays program
**Our Commitment to Diversity & Inclusion**
We are committed to attracting, developing, and advancing our outstanding team members, regardless of race, ethnic identity, sexual orientation, religion, age, gender, gender identity, physical abilities, or any other dimension of diversity. We strive to foster an environment where people can be their authentic selves, raise concerns and innovate, all without fear; where they are treated fairly and respectfully, have equal access to opportunities and resources and can contribute fully to the organization's success. Every individual in our business is expected to live this commitment without exception.
📌 Customer Support & Delivery Associate
🏢 Partnerize
📍 Wollongong