The RoleWe're looking for a Customer Support & Success Lead who's hands on, fast-moving, and ready to take ownership of the entire customer support experience for our AI course creation platform. This is a hybrid/generalist role that sits at the centre of our product, customers, and software development workflow.
You'll handle customer and technical issues, manage support and onboarding communications, and work with engineers to triage bugs and small fixes. You'll also keep our user manuals, FAQs, AI support bot, and video tutorials up to date.
About UsCoursebox AI is the world's fastest way to create the perfect online course. Our software generates engaging training courses in minutes with a simple editor, built-in integrations, and a lightweight LMS.
Since launching just two years ago, we've grown to more than 150,000 signups in 180 countries, with paying customers in 80 countries. We've been through Australia's leading accelerator program, raised investment, and are now scaling into a global market with ambitions to become a unicorn.
What you'll work on
* Own the entire customer support workflow from frontline troubleshooting to coordinating fixes with developers
* Respond to customer queries fast, accurately, and with a problem-solving mindset
* Diagnose technical issues, reproduce bugs, and manage the escalation process with our engineering team
* Keep our help docs, tutorials, FAQs, and AI support bot updated so users always have clear guidance
* Improve onboarding flows, edit templates] and refine internal processes to reduce support volume
* Analyse customer feedback and bug patterns to recommend product improvements
* Manage communications with customers during onboarding, upgrades, billing issues, and account support
* Ensure every user free and paid gets a smooth, high-value experience across the entire lifecycle
What we're looking for
* Someone fast, sharp, organised, and genuinely energised by helping users succeed
* Strong technical aptitude. You don't need to code, but you should be tech savvy, comfortable with things like CSVs, APIs, logs, and debugging steps so you communicate clearly with both our customers and developers
* Experience handling customer support or customer success in a SaaS or tech environment
* Excellent written communication skills and the ability to turn complex issues into simple explanations
* Confident managing small tasks with developers (bug reports, clarifications, testing fixes)
* A process-driven operator who loves improving support systems and automating processes, not just responding to tickets
* Someone who thrives in a startup environment: proactive, resourceful, and able to move quickly without hand-holding
* Experience with tools like Intercom, Freshdesk, Jira, Linear, PostHog, or any support/QA systems
Why you'll love working here
* You'll directly shape how thousands of users experience Coursebox AI
* A rare mix of customer-facing, technical, and operational responsibilities in one role
* You'll work closely with founders and engineers, influencing product decisions and improvements
* Fast-moving startup environment where initiative is rewarded and new ideas are welcomed
* Grow with us as we scale. Potential opportunities to help us build the customer support team
How to apply
If you're ready to take our customer support and success to the next level, and help grow a global tech start-up, we'd love to hear from you Apply through Seek with your CV and a short cover letter addressed to the COO.