Client Support Associate

The construction industry is rapidly evolving, help us drive the transformation at Simpel

The construction industry has dreamt of a world that isn't a maze of paper trails and delays - at Simpel we're turning that vision into a reality. Founded in 2018, our cloud-based platform is already empowering over 250,000 users at industry giants like Lendlease and Multiplex. By centralising construction operations into a unified platform, Simpel helps organisations deliver projects on schedule and on budget, while also boosting safety, productivity, and quality.

Position Overview

We are growing rapidly, scaling up our services and building our Australian team - come join us as a Client Support Associate!

As a Client Support Associate, you will be a key point of contact for clients, providing frontline support and ensuring a seamless experience. You will play a crucial role in responding to client inquiries, maintaining accurate records, and contributing to the ongoing improvement of our customer support processes.

This position will suit candidates looking to build a foundation in a rapidly growing specialisation in the SaaS industry. This position offers a pathway for growth and development, with opportunities to advance into a Client Success Manager career track.

About the Role: 

• Developing and nurturing relationships with all stakeholders to ensure strong communication and trust.
• Creating electronic forms tailored to client needs, ensuring seamless functionality and ease of use.
• Providing frontline support by managing our help desk, responding to client emails and phone calls promptly and professionally.
• Assisting with client demos and training sessions by preparing materials and supporting the team during delivery.
• Creating and maintaining client support materials, including guides, videos, and knowledge base updates.
• Delivering basic training to clients, ensuring they understand how to effectively use the platform.
• Handling daily office tasks to support smooth team operations.
• Tracking and reporting on client health by maintaining accurate records of client interactions and touchpoints
• Gaining a comprehensive understanding of the application and how clients engage with it.
• Acting as the voice of the client internally, providing feedback and contributing to product design, testing, and new feature implementations.
• Enhancing the Client Success team through initiatives and continuous improvement projects.
• Contributing to broader company projects as required.
• Conducting product testing and improvements by evaluating new software functionality and usability.

About you

• You thrive in the fast-paced world of a growing startup.
• You’re self-motivated, proactive, and committed to delivering excellence.
• You excel at multitasking in a dynamic environment.
• You’re interested in industries like property, construction, or software.
• You quickly grasp complex systems and ideas and take ownership of your learning.
• You communicate complex concepts clearly and effectively, both in writing and verbally, to diverse audiences.
• You have a genuine passion for people and take pride in contributing to their success.
• Detail-oriented and professional, you never miss the small but important things.
• You present yourself with confidence and are always punctual.

On offer

• A vibrant, supportive team environment that values creativity and innovation.
• A full-time role with opportunities for growth and professional development.
• Hybrid work opportunity - four (4) days in the office per week at our Sydney CBD location and one day WFH.

Our Team

Our team is tight knit, passionate, and driven. We pursue excellence in everything we deliver. Everyone is committed to the business and the clients first. When things need to be done, everyone puts up their hand to contribute. While we demand excellence from our staff, we also reward it. At Simpel you’ll find rewarding work where you can make a clear difference to the company, the industry and the people that work in it.

Apply

Please submit a CV, and cover letter addressing the role criteria. Only candidates with cover letters will be reviewed and shortlisted candidates will be contacted.

This is your chance to join an Australian company that is leading the way in development of innovative  technical solutions for the construction industry