Customer Success Associate

SKUTOPIA is on a mission to democratise and decarbonise logistics.

SKUTOPIA is a deep-tech logistics company operating under a dual RaaS (Robotics-as-a-Service) and SaaS model. We deliver end-to-end, AI-powered robotic fulfilment for retailers - eliminating inefficiencies inherent in traditional 3PL models, such as human error, high labour costs, and carbon-heavy processes.

Our advanced robotics and proprietary AI empower our customers to scale faster with high-speed, high-quality fulfilment at a fraction of the typical cost - while also driving both revenue and profit growth.

Founded in 2018 by Talea Bader and Emily Townsend, SKUTOPIA began as Sydney’s first eCommerce co-working space. After witnessing firsthand the logistics challenges faced by SMBs, the founders evolved the business into a tech-first fulfilment solution.

Role Overview / Purpose:

As a Customer Success Associate at SKUTOPIA, you will play a pivotal role in our mission to ensure client success and satisfaction. This position is central to managing direct client interactions from onboarding onward, leveraging your commitment to proactive problem-solving to drive exceptional customer satisfaction and contribute to long-term client retention. This critical role combines active client relationship management, effective issue resolution, and precise execution. You will also serve as a vital connection point between clients, the Customer Success team, and internal operations, ensuring our clients achieve their desired outcomes and realize their full potential with our solutions.

Key Responsibilities:

• Deliver prompt, high-quality, and effective support to customer inquiries across various communication channels.
• Serve as a primary point of contact for a diverse range of clients, end-customers, same-day delivery drivers, and vendors, fostering positive, collaborative, and enduring relationships.
• Proactively resolve customer issues, leveraging strong problem-solving skills, and exercising sound judgement
• Support the client onboarding process by providing comprehensive guidance and ensuring a smooth transition and clear understanding of our services.
• Actively collect and document customer feedback, insights, and recurring issues, contributing valuable input to internal teams for continuous product and service enhancements.
• Collaborate cross-functionally with operations, technology, and other internal stakeholders to effectively address client challenges and drive successful outcomes.

We think you will need:

• Prior experience (2+ years) in Customer Success, Account Management, or a similar customer-facing role
• Exceptional communication skills, both written and oral, and confidence in working with diverse clients and stakeholders across various channels (online meetings, phone, email, chat).
• Experience in the e-commerce industry is highly regarded.
• Strong problem-solving abilities, coupled with a proactive and data-informed approach to issue resolution.

• High motivation and enthusiasm for a fast-paced environment, a strong desire for continuous learning, and a proactive approach to acquiring new skills and knowledge
• Other requirements:
• • Reliable high-speed internet connection with a backup connection in case your main ISP is offline.
  • Laptop or desktop (Intel Core i5 or above, AMD or Apple equivalent with 8GB or more RAM).

What’s in It for You?

• Opportunity to work in a dynamic, purpose-driven company shaping the future of logistics
• Competitive salary
• Career growth opportunities
• A supportive and inclusive workplace that values innovation, collaboration, and personal development
• Being a part of a company that deeply values our culture and our people
• Work with an amazing bunch of people