MYOB
Community Lead
One platform. All your business needs.
Customer service and support
Full-time
Hybrid | Melbourne, VIC, AU
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why MYOB
We’re MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand! As the #originalstartup, you may be familiar with our expertise in accounting, but we actually go way beyond that. In evolving to become an innovative business management platform, we set out to challenge the way business is done – and today we help customers run all their critical business workflows through one, future-ready and flexible platform.
We’re not only for small businesses either – in fact we’re the only SaaS business management platform that can help businesses from one to one-thousand employees scale as their needs change.
Bring your passion and expertise, and let’s help our small to large business friends in unleashing their full potential. We’re always on the hunt for those who bring a different perspective, diversity of thought, and the drive to make our values led culture even better. Join us and take your career to a new dimension at MYOB.
About the role
Six months ago, we quietly dropped a little powerhouse called Solo by MYOB—an app built by and for sole operators, or as we like to call them, our Solmates.
We hired a crack team of community champions and gave them one mission: to deliver the most extraordinary customer experience ever witnessed. And let’s be honest, we’ve been nailing it. Now that Solo’s name is shining in the spotlight and the customers are pouring in, we need more brilliant people to keep the momentum going. That’s where you come in.
As a Community Lead, you'll be the beating heart of our Solo experience. You'll be on the frontlines, ensuring every interaction is smooth, engaging, and downright memorable. Unlike anywhere else, you'll have the power and responsibility to carry those customer issues back to the teams that make Solo tick, so they can make sure things are different for the next customer.
What We’re After:
- People Whisperer: You’re not just good with people—you’re the go-to for understanding what makes them tick. You’ve got a curiosity about connecting, digging deep into motivations, and spinning stories that get folks fired up to join and participate in our community. Background in counselling, education, or communications? Perfect.
- Customer Experience Maestro: Problems? You don’t just solve them—you prevent them. You dive deep into every detail, mastering each quirk of the product. You know exactly who to call, when to call them, and why. And when everyone's uncertain about what to do next, you kick-start a plan and rally the team to get things back on track, turning complex info into engaging, beautiful customer experiences.
- Watchmaker: Solo is easy to use, but there's a maze of moving parts working behind the scenes to make that happen. When something breaks, you’re the first to know. You’ll dissect processes, systems, and data to uncover what makes it tick.
- Specialised Savvy: You might not know it all, but you’ve got your superpowers, whether in content creation, Zendesk and CRM wizardry, operations, or service design. Whatever it is, you bring it to the table with a laser focus on building a thriving community.
- Chaos to Clarity: You thrive in the beautiful mess of startup life. When everyone else sees complexity, you see patterns. You're comfortable making decisions with 70% of the information, pivoting when needed, and bringing both yourself and the team from uncertainty to action.
What you'll be responsible for
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Community Management
Create a positive community amongst stakeholders with ongoing support and conversations, to strengthen relationships, foster loyalty, and increase advocacy
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
Skills you'll need
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Social skills
Behaves and communicates effectively in different social situations and with a variety of different people
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Verbal communication
Speaks clearly to convey information effectively to a target audience
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
Meet the team
Applying with Hatch
MYOB is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch