Customer Experience Specialist

About Quad Lock 🚀

Quad Lock is one of Australia’s fastest-growing companies and a certified Great Place to Work. Based in Melbourne, Quad Lock revolutionised the smartphone mounting game with our patented case-based mounting system. Originally launched in 2011, the Quad Lock range now includes mounts for Cycling, Motorcycling, Driving, Running, Marine and a range of Lifestyle options. To date, millions of Quad Lock products have been shipped to over 100 countries and sales continue to grow worldwide at a rapid pace.

About our People 👥

At Quad Lock not only do we work hard and love what we do, we are also a great bunch of people with a diverse range of interests. We have keen cyclists and motorbike riders, runners and car enthusiasts (of course). But did you know we also have movie buffs, musicians and entrepreneurs, but most importantly we’re all super proud to be part of the Quad Lock team.

About the Role 🤔

We're currently seeking a talented Customer Experience Specialist to join our dynamic CX Team at Quad Lock. In this role you will engage with our community across all support channels, creating authentic customer-centric solutions with every interaction. You’ll utilise your insights from connecting with our customers to support the strategic direction of our team and business to deliver the best-in-class product and experience for every customer.

What You'll Do 💬

• You will play a critical role in being the voice of our brand across all support channels.
• Support across our primary support channels, as well as supporting our greater global support team. 
• Act as an advocate for the customer to ensure that feedback is captured and reported on effectively to the wider business.
• Support continuous improvement in our policies and procedures.

What You'll Bring to the Role 🤝

• Excellent communication skills, both verbal and written
• Proficient in Zendesk or similar ticketing platforms
• Excellent analytical skills
• Empathetic - you can remove emotion from the rhetoric and understand the customer’s needs
• A strong self-starter who can work autonomously and in a collaborative team environment
• Comfortable providing support via social media, with the ability to adapt communication style to suit each platform while maintaining a consistent brand tone of voice
• Ability to deal with complexity, including the use of issue-based problem-solving
• Inquisitive, with the desire to understand product intricacies and nuances
• Experience with NetSuite or Shopify (highly desired)
• Proven success in Customer Support within the retail or e-commerce environment (highly desired)

What it’s like to work at Quad Lock 👀

At Quad Lock our customers mean the world to us but so does our team, by joining us you’ll be able to take advantage of the amazing perks we have on offer:

🌏 Flexible ways of working to fit your lifestyle

🏃‍♀️ Health & Wellbeing allowance to invest in your wellbeing

📱 Technology allowance to stay connected

🥑 Weekly lunch on us to enhance your team connections

🧠 Dedicated learning & development allowance for continuous growth

🫶 Volunteer Leave to support causes you’re passionate about

🍼 16 weeks of parental leave to support your growing families

🌐 Employee Assistance Program for team members and their families

🐘 Paid Miscarriage & Pregnancy Loss Leave (Pink Elephant) supporting families during difficult times

You’ll join a highly cohesive vibrant and collaborative culture in a business where you can continue to build your skill set. This is a chance to grow and develop your career whilst working in an environment with like-minded colleagues that love what they do, encourage and promote innovation and bring a contagious energy to work every day!

Join the Team:

Quad Lock is an equal opportunity employer, committed to supporting a diverse and inclusive work environment. If you're looking to grow your career with us, we'd love to hear from you! Don’t be afraid to stand out, back your achievements and show us what makes you the best candidate for the role. Even if you don’t meet every single requirement, we encourage you to apply!

To apply, select the ‘Apply Now’ button below and tell us a bit about yourself, your experience and what interests you in the role.