About ProcurePro
– Mission > To save 1 BILLION construction administration hours.
– What we do > Our market leading technology helps major builders contract with their supply chain by consolidating fragmented and manual procurement processes into a single platform (currently solved by Word, Excel & email).
– Recent News > In a recent funding round backed by AirTree we’ve raised $6.15m to fuel our next stage of growth across Australia, New Zealand and the UK.
Key Aspects of this role:
– Help Centre > Solve support conversations with <60s response time, >97% CSAT and <1hr median time to close
- Self Serve Content > Create, maintain, improve articles and macros
– Proactive Messaging > Collaborate with the product and design team on Product Tours and Tooltips
– Product First > Collaborate to improve the product and proactively address customer queries
– Diligent escalations > Issues are raised to Customer Success, Configuration, and Development teams clearly and only when necessary
– Product knowledge > ****Aim to become a product expert, positioning yourself as a key team member for product-related inquiries
– Systems we use > Intercom (Live chat, Help Centre), Loom (Asynchronous communication), Notion (Wiki to log product feedback), Metabase (Powerful Self-service analytics)
Our culture
– Team First – we’re close knit, highly collaborative, actively help each other succeed (knowledge sharing, training) to develop our teams’ capabilities
– High Expectations – we’re self motivated, embrace velocity as our greatest advantage, take pride in what we do and push to reach our potential.
– Radical Transparency – we believe in flat structures & sharing knowledge, everyone is privy to what happens day-to-day and nothing is hidden (i.e. company strategy, finances & all).
