Customer Support Representative

Customer Experience, Sydney, AU

About the Team

The Global Support team is built across multiple hubs (Austin, LA, Sydney, Yerevan, Amsterdam) in 3 main regions. We have different levels within the support team with CSR 1 (Customer Support Representative) based offshore. Then our CSR 2 (this role), and Technical Support Engineers report to the same Manager in the respective hubs. 

The CSR 2 role will have the opportunity to move into the Technical Support Engineer role. 

About the Role

This role is opening up as we’re growing and expanding our team in the APAC region, as we've just opened up a new hub in Singapore! We’re building our team of support reps and technical support engineers. 

At Miro, we’re a diverse team that takes pride in offering our customers a product, experience, and support in their language. This person will be working with the global team to expand our support offering while gaining skills in troubleshooting, technical expertise, problem-solving, and effective communication by phone, chat, and tickets. Mironeers work in a hybrid model, with 2 days a week in office culture as our baseline. However we are flexible with WFH when needed. 
 
We dream big, work hard, and play as a team to win the world. As a rapidly growing company, there are opportunities for internal growth and career development. If you’re passionate, ambitious, and have a collaborative mindset, come join our Miro Support team!
 
This role is open as the person who had the role moved into the Technical Support Engineer role (in the same team). We would love the person who accepts this role to live in Sydney and participate in hub activities where possible!
 

What you’ll do

  • Balance Performance and Productivity with Metrics
  • Probe, troubleshoot, and investigate customer questions, issues, and some limited service requests
  • Internal and external communication
  • Collaborate on Projects once performance and productivity milestones are met
  • Use prioritisation and collaboration to address issues and incidents as they come in

What you’ll need

  • Personal Ownership and Accountability
  • Curiosity about the product, questions, etc.
  • Empathetic and Open-Mind
  • Communication Skills (Written and Spoken)
  • Positive Culture Contributor

What's in it for you

  • Competitive equity package
  • Private health insurance program
  • Salary continuance insurance and Life insurance coverage
  • Free lunches on in-hub days with fully stocked snacks and drinks
  • Wellbeing benefit and WFH equipment allowance
  • Annual learning and development allowance to grow your skills and career
  • Opportunity to work for a globally diverse team

About Miro

Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 employees in 12 hubs around the world.

We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!

Check out more about life at Miro: 

At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.

Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here. 

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How we hire

  • 01. Recruiter Screen

    A 30-min interview to discuss your relevant skills, perspective on resilience, experience, and what motivates you to join Miro.

  • 02. Hiring Manager

    The hiring manager will meet to discuss your experience and fit for the role by assessing whether you align with the Miro Mindset (Curiosity, Drive, Resilience, Empathy, Cognitive Agility & Accountability). This interview usually takes 90-120 minutes.

  • 03. Skill Assesment

    An interactive presentation to see your skills in action, based around a particular case study or business problem.

  • 04. Meet the Team

    Here you will meet cross-functional stakeholders, and we will ask evidence-based questions to evaluate how well you align with the role and Miro's values and culture.

  • 05. Leadership Round

    Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro. 

Ready to go beyond?