Customer Excellence Representative

The Role

As a Customer Excellence Representative, you’ll be at the heart of helping our customers get the very best out of mpro5. You’ll provide excellent support, build strong relationships, and ensure customers achieve their goals using our platform.

You’ll act as a trusted advisor, developing a deep understanding of our customers’ needs and sharing insights with the wider business. Reporting to the VP of Customer Excellence, you’ll manage customer objectives, queries, requests, incidents, and problems—ensuring these are prioritised, investigated, and resolved quickly. You’ll also coordinate with internal teams to drive solutions and improve the overall customer experience.

This is an exciting opportunity to join a growing tech company where you’ll gain hands-on experience, develop your skills, and play a key role in our customers’ success.

Key Responsibilities

• Build strong relationships with key contacts and understand their business needs.
• Work closely with the Delivery team to drive product adoption and reduce churn.
• Identify potential opportunities for up-sells and additional professional services.
• Be the voice of the customer—sharing feedback, feature requests, and product insights with the wider business.
• Act as an advocate for our product, advising customers on features that best fit their needs.
• Develop an in-depth understanding of mpro5 through training and hands-on experience.
• Investigate and triage reported incidents, documenting steps clearly and accurately.
• Coordinate with multiple departments to ensure incidents are resolved efficiently.
• Handle customer support queries via Zendesk, email, phone, and our portal.
• Troubleshoot and monitor issues, ensuring they are resolved and documented properly.
• Prioritise requests and incidents based on urgency and customer impact.
• Keep relevant team members informed about ongoing support issues.
• Provide detailed investigation steps before escalating incidents to other teams.

About You

• Customer-focused — you love helping people and providing a positive experience.
• A problem-solver — you can troubleshoot, isolate root causes, and document solutions clearly.
• An excellent communicator — you can explain technical concepts in a way that’s easy for anyone to understand.
• Detail-oriented — you take pride in accuracy and consistency in your work.
• Eager to learn — open to developing new skills and picking up new technologies.
• Team-oriented — works well with others but also comfortable working independently.
• Organised and dependable — great time management skills and a strong work ethic.
• Motivated, proactive, and enthusiastic about growing your career in customer success and support.