Job Overview

Our client is looking for a part-time Customer Success Manager focused on handling customer inquiries, membership management, and general administrative support. The position requires working 20 hours per week supporting customer service operations through ticketing systems and CRM platforms. The successful candidate will work with well-documented processes and receive strong support from the Australian-based team.

Client Overview

The client operates Australia and New Zealand's largest wine review publication, reviewing 10,000 wines annually with a team of eight wine critics and a support staff of ten people. The organization manages memberships, billing, winery account management, and publishes approximately 10 wine-related articles per week.

Schedule: Monday - Friday (20 work hours per week) | Australian Eastern Time

Responsibilities

• Respond to customer inquiries regarding invoicing questions, membership issues, password resets, and refund requests through Hubspot
• Manage customer service tickets and ensure timely resolution of all customer issues
• Perform general wine data entry and administrative tasks when time permits
• Utilize the internal Wine 360 platform to manage wine and winery data
• Track and manage tasks through Asana, raising tickets for issues requiring escalation
• Process event-related tickets through Eventbrite as needed
• Maintain accurate records in Recurly billing system and Google Sheets

Requirements

• Minimum 3-5 years of experience in customer service or customer success roles
• Proficiency with Hubspot CRM and ticketing systems
• Excellent written and verbal communication skills with experience supporting Australian or American customers
• Strong organizational skills with ability to manage multiple priorities independently
• Experience with Google Workspace applications including Sheets and standard office tools

Nice-To-Have Requirements

• Experience with Recurly billing platform
• Familiarity with Asana project management software
• Previous experience with Eventbrite or similar ticketing systems
• Background in membership-based organizations or subscription services
• Interest in or knowledge of the wine industry

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.