Customer Operations Specialist

Job Title: Customer Operations Specialist
Location: Australia (Remote)
Permanent – Full time

About Us
Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specializing in technology.

About the Role
We are looking for a personable, organized Customer Operations Specialist to serve as the first point of contact for our customers across phone and email. This role combines front-line service and support with billing assistance and training coordination, and is ideal for someone who enjoys variety, communicates clearly, and takes pride in keeping things on track.

Key Position Responsibilities Include:
Customer Service & Communication

• Answer inbound customer phone calls and email inquiries promptly and professionally, escalating complex issues to the appropriate teams when needed.
• Document every customer interaction in Zendesk (or comparable ticketing system), track open items, and follow up to ensure timely resolution.
• Surface recurring questions and issues to help improve self-service resources and reduce repeat contacts.

Billing & Account Support

• Assist customers with billing inquiries, including charges, invoices, payment status, and account balances.
• Walk customers through the customer portal to add or update payment methods, troubleshooting issues as they arise.
• Provide details on current products, pricing, and contract terms, and process changes such as adding or removing products, upgrades, downgrades, and cancellations in line with company policy.

Training Coordination & Calendar Management

• Maintain trainer calendars in Outlook, Zoom, and Calendly, ensuring meeting links, time zones, and availability are accurate and conflict-free.
• Send Calendly scheduling links to customers so they can book their own training sessions, and provide confirmations, prep materials, and follow-up communications as needed.
• Track attendance and feedback to support a smooth training experience.

Collaboration & Internal Support

• Work closely with sales, billing, training, and product support teams to ensure customer needs are met end-to-end.
• Represent the customer’s perspective in internal discussions and support cross-departmental projects as assigned.

Required Experience and Qualifications:

• Experience in a customer service or customer support role, including phone and email support.
• Hands-on experience with a help desk or ticketing system such as Zendesk, Freshdesk, or ServiceNow, including triage, tagging, and reporting basics.
• Working knowledge of Outlook, Zoom, and Calendly (or similar scheduling tools).
• Comfort handling billing-related conversations, including payment methods, contract details, and cancellations.
• Proficiency with Microsoft Office and the ability to learn new web-based tools quickly.
• Strong written and verbal communication, attention to detail, and ability to manage multiple open items independently.

Preferred Skills:

• Experience with Salesforce or a comparable CRM platform.
• Experience using Microsoft Copilot or other AI tools to support day-to-day work.
• Experience supporting a SaaS or subscription-based business model.
• Background in scheduling, training coordination, or operations support.
• Familiarity with customer portals or self-service billing platforms (e.g., Stripe, Chargebee, Recurly).
• Experience de-escalating difficult customer conversations with empathy and professionalism.

Working for Us
At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect.

Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - come join us