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Customer Support & Success Officer
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#778500
Remote / WFH
Agrimasters
Job Description
Full job description
Help Australian farming businesses get the most from industry-leading software.
Mastergroup is a proudly family-owned software company that has been helping Australian farmers and agribusinesses succeed for more than 40 years. Our flagship product, Agrimaster, is one of Australia's leading farm financial management solutions, trusted by farming businesses across the country.
We're looking for a Customer Support & Success Officer to join our team and help customers confidently use our products, solve problems, improve their business processes, and maximise the value they receive from their investment.
What You'll Be Doing
Providing support to customers via phone, email, live chat, and Zendesk.
Troubleshooting software and customer issues and finding practical solutions.
Assisting customers with onboarding, implementation, and product setup.
Delivering customer training and education sessions.
Helping customers adopt best-practice use of Agrimaster and Wagemaster.
Creating and improving Help Centre articles, FAQs, and customer resources.
Identifying opportunities to improve customer experience and customer outcomes.
Collaborating with teams across Mastergroup to support customer success.
Career Development & Progression
This is more than a traditional support role. We've built a clear progression pathway that allows our team members to grow from foundational support through to specialist consulting and recognised subject matter expertise.
You'll begin by building your product knowledge and supporting customers through onboarding and day-to-day troubleshooting. As your expertise grows, you'll have opportunities to expand into consulting, customer training, webinars, customer success initiatives, and mentoring, helping customers get the most value from our software while advancing your own career.
What We're Looking For
You don't need to know Agrimaster or Wagemaster already. We'll teach you our products. What's most important is your customer focus, technical aptitude, and willingness to learn.
You'll likely bring:
Experience in customer service, customer support, or software support.
Strong problem-solving and troubleshooting skills.
Confidence communicating with customers by phone, email, and online.
The ability to explain technical information in a simple and customer-friendly way.
Strong organisational skills and attention to detail.
A proactive approach and desire to help customers succeed.
A willingness to learn new systems, products, and industry knowledge.
Desirable
Experience with accounting, bookkeeping, payroll, or business software such as Xero, MYOB, Sage, or similar products.
Accounting, bookkeeping, payroll, or finance knowledge.
Experience delivering training, consulting, or customer education sessions.
Experience supporting software implementations or customer onboarding.
Why Join Mastergroup?
Be part of a supportive and collaborative team.
Work with products that genuinely help Australian farming businesses.
Structured learning and career development pathways.
Opportunities to progress into specialist, consulting, and leadership roles.
Ongoing training through LinkedIn Learning, industry resources, and mentoring.
Modern office in Subiaco with a positive team culture.
Make a real impact on customer success and business outcomes.
Join a family-owned business with over 40 years of industry experience.
Learn from experienced professionals and recognised product experts.
If you're passionate about helping customers, enjoy solving problems, and want to build a rewarding career in customer success and software support, we'd love to hear from you. Apply now or contact Tahnee Butler at tahnee.butler@mastergroup.net.au
Pay: $65,000.00 per year
Work Location: Hybrid remote in Subiaco WA
Help Australian farming businesses get the most from industry-leading software.
Mastergroup is a proudly family-owned software company that has been helping Australian farmers and agribusinesses succeed for more than 40 years. Our flagship product, Agrimaster, is one of Australia's leading farm financial management solutions, trusted by farming businesses across the country.
We're looking for a Customer Support & Success Officer to join our team and help customers confidently use our products, solve problems, improve their business processes, and maximise the value they receive from their investment.
What You'll Be Doing
Providing support to customers via phone, email, live chat, and Zendesk.
Troubleshooting software and customer issues and finding practical solutions.
Assisting customers with onboarding, implementation, and product setup.
Delivering customer training and education sessions.
Helping customers adopt best-practice use of Agrimaster and Wagemaster.
Creating and improving Help Centre articles, FAQs, and customer resources.
Identifying opportunities to improve customer experience and customer outcomes.
Collaborating with teams across Mastergroup to support customer success.
Career Development & Progression
This is more than a traditional support role. We've built a clear progression pathway that allows our team members to grow from foundational support through to specialist consulting and recognised subject matter expertise.
You'll begin by building your product knowledge and supporting customers through onboarding and day-to-day troubleshooting. As your expertise grows, you'll have opportunities to expand into consulting, customer training, webinars, customer success initiatives, and mentoring, helping customers get the most value from our software while advancing your own career.
What We're Looking For
You don't need to know Agrimaster or Wagemaster already. We'll teach you our products. What's most important is your customer focus, technical aptitude, and willingness to learn.
You'll likely bring:
Experience in customer service, customer support, or software support.
Strong problem-solving and troubleshooting skills.
Confidence communicating with customers by phone, email, and online.
The ability to explain technical information in a simple and customer-friendly way.
Strong organisational skills and attention to detail.
A proactive approach and desire to help customers succeed.
A willingness to learn new systems, products, and industry knowledge.
Desirable
Experience with accounting, bookkeeping, payroll, or business software such as Xero, MYOB, Sage, or similar products.
Accounting, bookkeeping, payroll, or finance knowledge.
Experience delivering training, consulting, or customer education sessions.
Experience supporting software implementations or customer onboarding.
Why Join Mastergroup?
Be part of a supportive and collaborative team.
Work with products that genuinely help Australian farming businesses.
Structured learning and career development pathways.
Opportunities to progress into specialist, consulting, and leadership roles.
Ongoing training through LinkedIn Learning, industry resources, and mentoring.
Modern office in Subiaco with a positive team culture.
Make a real impact on customer success and business outcomes.
Join a family-owned business with over 40 years of industry experience.
Learn from experienced professionals and recognised product experts.
If you're passionate about helping customers, enjoy solving problems, and want to build a rewarding career in customer success and software support, we'd love to hear from you. Apply now or contact Tahnee Butler at tahnee.butler@mastergroup.net.au
Pay: $65,000.00 per year
Work Location: Hybrid remote in Subiaco WA
