Customer Success Specialist - Sydney

  • Sydney
  • Full-Time
Acast was founded in 2014 and is one of the most eminent podcast platforms, and a pioneer in the open 
podcast ecosystem, connecting all podcasting stakeholders to one common software infrastructure.
Through its infrastructure, Acast allows advertisers to efficiently target an engaged audience of listeners 
through dynamic ad insertion, while podcasters are given access to a range of monetization opportunities and the necessary tools to expand their listener base.
The company has a global footprint across 12 countries and, during 2020, had approximately three billion 
listens on Acast-connected podcasts. Today, Acast hosts more than 35,000 shows. Acast’s headquarters are located in Stockholm, Sweden and the Company has 12 local subsidiaries including UK, US, Australia, Norway, France, Germany, Ireland, Mexico and Canada.

About the Role:
As a Customer Success Specialist you will be joining our Global Customer Success team to become the "first contact" for many of the interactions we have with our content creators (our Podcaster customers). In this role you will play an integral role in shaping the customer engagement experience we provide, by helping our Podcasters get the most value out of the Acast platform and monetization services we provide. We want all our Podcasters to rave about our service and to recommend Acast to the highest level!
Your role will be to provide holistic support all our content creator customers – from some of the largest global Podcasters through to our homegrown, and to provide them with the best support experience regarding all aspects of our platform – from general product support, technical issues support, through to customer onboarding, as well as advertising, financial payouts, and retention support.  

Key Responsibilities
  • ​Navigate and gain a deep understanding of our platform so as to create a fantastic support experience for new and existing customers
  • Connect with a wide-range of customer types, from non-technical to more technically advanced
  • Oversee all support channels, inc email support, phone support, social media and live chat 
  • Solve technical questions and issues independently
  • Support new customer onboarding so as to ensure first experiences with Acast are seamless
  • Build great relationships with Acast’s content partners and become their trusted expert on platform support requests and other content needs in a rapidly evolving landscape 
  • Escalate complex issues to product and tech teams and own
  • Communicate customer feedback to Head of Customer Success, Content Manager/Directors and Sales leads
  • Contribute to product backlog by sharing issues, bugs, and feature requests
  • Share new product improvements directly with customers
  • Maintain support website for customers and internal knowledge base for employee training
  • With gained knowledge and experience seek to further develop our support department and ensure Acast become synonymous with great client service 
  • Upon demonstrating a critical eye for great content, to act as the filter for new customer requests to ensure Acast’s network is perceived as the world’s best the home for audio content 
  • You will be the face of Acast!

  • Characteristics
  • ​A genuine interest in podcasting and digital audio content
  • Experience using customer/tech support technology 
  • First-class communication skills, an ability to translate tech to those less technical ​
  • Logical thinking 
  • ​Entrepreneurial spirit 
  • Unrivaled problem-solving skills ​
  • Passionate about technology 
  • ​Fast and enthusiastic learner ​
  • Experience of basic HTML and/or code structuring - bonus
  • Strong Excel skills - preferably intermediate
  • Confident with numeracy
  • Ability to handle a fast-paced work environment 
  • Experience working with a CRM such as Salesforce or Netsuite
  • ​Structured and efficient in work 
  • Team player but also comfortable with taking individual responsibility 
  • Acast is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, gender, sexual orientation, religion, ethnicity, national origin or any of the other wonderful characteristics that make us different.

    Culture is our number one priority as a business. We believe people come first, and we work every day to enable autonomy, continuous improvement and bring out the best in people. We’re global and have remote teams, so it’s even more important that we strive for an open, inclusive and caring environment where everyone feels visible and welcome. We consider ourselves a modern organization driven by strong values to create the best, most fulfilling and nurturing culture.

    We very much look forward to finding the next great person to join our cause!