About us

Home Care Heroes is an innovative high growth tech startup tackling social isolation and loneliness by connecting people in need with passionate local Heroes who are companions, mentors, big brothers and big sisters.

We're a passionate, driven team of hustlers who love what we do and are committed to huge growth and making a difference in the community! We're constantly improving by putting customers first and testing new ideas. And we're a supportive and fun-loving group! As an early hire you will really make a mark on our team and organisation.

We’re looking for a senior user engagement and growth pro to actively engage and keep our members happy. You’ll be managing the day-to-day service needs and developing an out of this world customer experience. Would suit someone from a marketplace start-up, hospitality, hotel management or account management background.

Who are we looking for?

You are excited about our Mission!

• You are a patient and empathetic person who is passionate about people and engaging customers and are motivated by helping others
• You have 6+ years experience in customer success and looking to make more impact in your role and ready to take that next step of executing AND strategising
• You are dedicated to (and have a track record of) using metrics and achieving targets and KPIs
• You are articulate and concise and in both your verbal and written communication
• You’re an outgoing self-starter who embraces autonomy, shows initiative and embraces challenges – learning from mistakes, constantly improving yourself and current processes
• You love solving problems and go the extra mile to make sure a customer has an unforgettable experience
• You are hungry to grow personally and professionally, with a vision of taking our startup to the next level.

What you’ll be doing:

• Drive a community that enables us to increase the lifetime value of our heroes and members.
• Provide effective and efficient first call resolution to a variety of stakeholders over the phone, email or via online chat (must be comfortable with between 50-60 tickets or calls per day). Managing escalations and seeking to resolve them to the satisfaction of the customer
• Become an advocate for our customer - building relationships and supporting them – identifying issues so we can cater better to their needs
• Keep existing users engaged, re-engage inactive users, and convert detractors to promoters.
• Support users on enhancing their experience and adding delight.

• Collect user feedback and data, review user experience and provide data driven & qualitative insights and improvements for our systems, processes and procedures
• Create processes and protocols to embed the best experience possible, as well as taking into account scaleable solutions including creating FAQs and automatic emails.

What makes this a great role

• Own the customer experience of a huge community. You will be building the future customer experience of this company.
• Contribute to product development.
• First-hand experience of a startup environment that is highly agile and responsive
• Join a passionate, fast growing and dynamic team

Benefits

Sit down/stand up desks!

Your voice matters. Have an impact on a business that is changing the world for the better!

We have a brand new office just 5 minutes away from Central train station which overlooks Prince Alfred Park. If you’re interested, feel free to join us for a game of tennis or a lunchtime swim!

Free team lunches on Tuesdays and Friday drinks trolley!

We are a customer focused company, we only implement features we know our customers will love, based on feedback.

You will get first-hand experience of a high growth startup environment that is highly agile and responsive.

In-house Ping Pong, soccer and tennis Tournaments!

Salary range: $90,000 to $110,000 + 0.5% - 1% Equity