L2 Customer Success Officer

📌 Core Information

🔹 Job Title: L2 Customer Success Officer

🔹 Company: Envato

🔹 Location: Remote

🔹 Job Type: On-site, with remote work flexibility

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Fully Remote

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing a high-value customer experience to users of Envato’s platforms.
• Responding to inquiries across multiple channels with engaging dialogue.
• Identifying customer needs swiftly and correctly to present timely solutions.
• Attending ad hoc meetings beyond standard working hours due to team global setup.

ASSUMPTION: The role's focus on flexibility and meeting global needs suggests an emphasis on adaptability and collaborative communication.

📋 Key Responsibilities

✅ Use Envato support channels to manage customer matters.

✅ Troubleshoot and resolve inquiries using product knowledge.

✅ Draft customer-centric responses in alignment with Envato's values.

✅ Track and report emerging trends to management.

✅ Participate in pilot workflows for new initiatives.

✅ Maintain thorough records of hours and tasks.

ASSUMPTION: Responsibilities imply a requirement for strong written communication and a proactive approach to problem-solving.

🎯 Required Qualifications

Education: Not specified

Experience: Minimum of 2 years in customer service or support roles.

Required Skills:

• Excellent verbal and written communication skills in English.
• Proficiency with help desk ticketing systems (e.g., Zendesk).
• Strong interpersonal skills and the ability to work independently.

Preferred Skills:

• Familiarity with Adobe Creative Suite and Microsoft Office.
• Interest in the Internet and web design technology.

ASSUMPTION: Candidates may have diverse educational backgrounds as there is no strict educational requirement specified.

💰 Compensation & Benefits

Salary Range: Not specified; industry-standard compensation expected.

Benefits:

• Fully remote work with flexible hours.
• Technology setup, including a MacBook Pro or HP laptop.
• Contributions toward home office setup and monthly costs.
• Generous parental leave options.
• Annual budgets for learning and development.
• Holistic assistance program for well-being support.

Working Hours: Full-time, 40 hours per week with some flexibility required.

ASSUMPTION: Compensation is assumed to be competitive within the tech and creative industry sectors.

📌 Applicant Insights

🔍 Company Context

Industry: Technology, Information, and Internet

Company Size: 501-1,000 employees

Founded: 2006

Company Description:

• Passionate about motivating and empowering creative professionals.
• A diverse, remote-first culture with a global team.
• Part of the Shutterstock family since 2024, enhancing its reach and capabilities.

Company Specialties:

• Digital Goods
• Online Education
• Website Design

Company Website: https://elements.envato.com/

ASSUMPTION: Envato's emphasis on creativity and flexibility suggests a vibrant, innovative work environment.

📊 Role Analysis

Career Level: Mid-level

Reporting Structure: Reports to Customer Success Leadership

Work Arrangement: Fully remote with flexible hours and global team interactions

Growth Opportunities:

• Opportunities to lead pilot workflows and initiate process improvements.
• Access to continuous learning and development resources.
• Potential for increased responsibility in customer success and team leadership.

ASSUMPTION: The role offers pathways for professional growth in global and virtual team management.

🌍 Location & Work Environment

Office Type: No central office—remote work entirely

Office Location(s): Work primarily from Australia or New Zealand

Geographic Context:

• Flexible work-from-anywhere policy up to three months.
• Opportunities to meet with colleagues in person.
• Contributions toward the local community through various initiatives.

Work Schedule: Flexible, with ad hoc meetings outside standard business hours.

ASSUMPTION: The remote-first approach underscores a supportive remote work culture.

💼 Interview & Application Insights

Typical Process:

• Initial application submission.
• First round of interviews focusing on skills and cultural fit.
• Potential practical exercise or task related to the role.

Key Assessment Areas:

• Problem-solving capability and decision-making skills.
• Communication and interpersonal skill assessment.
• Adaptability and knowledge of help desk systems.

Application Tips:

• Highlight experience with help desk systems and customer communication.
• Emphasize flexibility and ability to work independently.
• Demonstrate enthusiasm for Envato’s mission and values.

ATS Keywords: Customer Service, Technical Support, Zendesk, Adobe Creative Suite, Flexibility, Teamwork

ASSUMPTION: The interview process likely includes a technical assessment to evaluate problem-solving and communication skills.

🛠️ Tools & Technologies

• Zendesk and similar help desk tools
• Adobe Creative Suite
• Microsoft Office Suite (Excel, Word)

ASSUMPTION: Familiarity with a variety of customer support platforms is advantageous.

👔 Cultural Fit Considerations

Company Values:

• Inclusivity and diversity
• Creativity and innovation
• Community involvement and support

Work Style:

• Adaptable to remote work and virtual collaboration.
• Self-motivated with a focus on achieving outcomes.
• Open to feedback and continuous improvement.

Self-Assessment Questions:

• Am I comfortable with remote work and managing my schedule?
• Do I align with the inclusivity and creative values of Envato?
• How do I handle rapid changes and technology transitions?

ASSUMPTION: Candidates best suited for Envato are proactive, creative, and value-driven.

⚠️ Potential Challenges

• Navigating diverse customer inquiries across time zones.
• Adapting to rapid changes in technology and workflows.
• Maintaining efficiency and productivity remotely.
• Engaging in meaningful collaborations virtually.

ASSUMPTION: Challenges highlight the need for strong self-management and tech proficiency.

📈 Similar Roles Comparison

• Some similar roles may offer on-site positions rather than remote.
• Other companies may not match Envato's flexibility and work-life balance benefits.
• Compared to others, Envato provides a richer emphasis on creativity and community involvement.

ASSUMPTION: The role stands distinct with strong cultural and personal development offerings compared to typical industry roles.

📝 Sample Projects

• Design and implement a new customer success workflow.
• Analyze and report on customer service trends.
• Develop training materials for new product launches.

ASSUMPTION: Projects likely relate to initiatives that enhance customer support experience.

❓ Key Questions to Ask During Interview

• What tools and support systems are available for remote employees?
• How does Envato ensure team integration and communication across time zones?
• What are Envato's expectations for this role in contributing to new product workflows?
• Can you describe a challenging support case and how it was resolved?
• What opportunities exist for career development within the Customer Success team?

ASSUMPTION: These questions will help clarify role expectations and growth opportunities.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare for a possible skills assessment or task relevant to customer service.
• Emphasize experience with help desk tools and remote work capabilities.
• Highlight your adaptability and passion for Envato's mission.
• Ensure your CV includes relevant keywords for an automated system review.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.