Account Activation and Retention Specialist
We're on a mission to be the easiest way to hire a tradie — and we know our customers stay loyal when they're confident, supported, and see real results. That's where you come in.
We're looking for a Account Activation and Retention Specialist who loves helping people, building long-term relationships, and ensuring our trade partners maximize the benefits of Service.com.au.
What You'll Do
1. Onboard & train: Guide new and renewing customers through the platform, demonstrating how to set up profiles, respond to jobs, and utilize features that drive results.
2. Stay connected: Maintain regular contact with your portfolio of customers, celebrating successes and proactively addressing any decline in usage.
3. Coach for success: Share best practices and tailored tips to help tradies feel confident using the platform.
4. Problem-solve with empathy: Handle frustrations calmly, turning challenging situations into positive experiences.
5. Spot risks early: Use data and engagement trends to identify accounts that may need extra support before they churn.
6. Be the customer's voice: Collect feedback and insights from your accounts to help improve our products and processes.
7. Relationship-focused: Build rapport and trust, focusing on long-term relationships rather than just completing tasks.
8. Teacher at heart: Be patient, clear, and enthusiastic in showing people how to use features.
9. Empathetic & calm: Manage frustrations without taking them personally, guiding customers toward solutions.
10. Proactive: Initiate check-ins, follow-ups, and ensure continuous engagement.
11. Organised & thorough: Document interactions, manage multiple accounts, and ensure follow-ups are completed.
12. Curious & data-aware: Recognize usage patterns and act accordingly to support customer success.
What's In It for You
* Clear growth path into Senior Success, Training, or Retention leadership roles.
* Gold Coast location with flexibility and a supportive team environment.
* Hands-on training, effective tools, and autonomy to manage your accounts.
* An opportunity to make a meaningful impact on thousands of Aussie tradies building their businesses.
We foster positivity, pride in our work, and a fun team culture with office banter, team events (marathons, golf days), and friendly greetings every morning. If you're proactive, resilient, and passionate about helping people succeed — you'll be a great fit.
Check us out on Instagram: https://www.instagram.com/servicecomau_team?igsh=dGh5cHpuYzZkMDJr
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Your application will include questions about:
* Your years of experience as a Retention Specialist
* Your right to work in Australia
* Your years of experience as a Customer Retention Specialist
* Your expected annual salary
Please include any relevant details if reporting this job ad as fraudulent, misleading, or discriminatory.
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