Customer Support Executive (AU) - Remote Eligible

Customer Support Executive

Through proprietary software and AI, along with a focus on customer delight, Sleek makes the back-office easy for micro SMEs.

We give Entrepreneurs time back to focus on what they love doing - growing their business and being with customers. With a surging number of Entrepreneurs globally, we are innovating in a highly lucrative space.

We operate three business segments:

1. Corporate Secretary: Automating the company incorporation, secretarial, filing, Nominee Director, mailroom and immigration processes via custom online robots and SleekSign. We are the market leaders in Singapore with ~5% market share of all new business incorporations
2. Accounting & Bookkeeping: Redefining what it means to do Accounting, Bookkeeping, Tax and Payroll thanks to our proprietary SleekBooks ledger, AI tools and exceptional customer service
3. FinTech Payments: Overcoming a key challenge for Entrepreneurs by offering digital banking services to new businesses

Sleek launched in 2017 and now has around 15,000 customers across our offices in Singapore, Hong Kong, Australia and the UK. We have around 500 staff with an intact startup mindset.

We have recently raised Series B financing off the back of >70% compound annual growth in Revenue over the last 5 years. Sleek has been recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia.

Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Singapore. Join Sleek as a Customer Support Executive and be the frontline voice for our clients - helping entrepreneurs and SMEs seamlessly navigate company incorporation, accounting, audit and compliance in Australia. This is a fully remote role where you'll leverage digital tools to deliver fast, empathetic, and solutions-driven support across languages and time zones. We are looking for a Customer Support Executive that is excited about the below Mission and Outcomes over the next 6-12 months.

Mission:

We are seeking a proactive Customer Support Executive to deliver exceptional remote support for our clients—entrepreneurs and SMEs navigating business incorporation, accounting, and compliance in Australia. This role is pivotal in ensuring seamless onboarding, resolving inquiries with speed and empathy, and continuously improving client experiences through collaboration and problem-solving.

As the frontline voice of Sleek, you'll leverage digital tools (Zendesk, Aircall, Slack) to provide efficient, accurate, and personalized support. Your ability to troubleshoot issues, guide clients through our platforms, and advocate for their needs will directly contribute to Sleek's reputation as a trusted partner for business growth. If you thrive in a fast-paced, remote environment and are passionate about empowering small businesses, we invite you to join our team.

Outcomes:

1. 95% calls answered
2. 95% adherence to SLAs for mean time to respond and resolution for all tickets
3. No more than 10% over average weekly ticket volume pending at any time (backlog)

Key Responsibilities

• Multichannel Support: Resolve customer inquiries via email, live chat, and phone with a focus on speed and clarity. Guide clients through Sleek's digital platforms (e.g., onboarding, document submissions).
• Problem Solving: Troubleshoot issues related to business incorporation, accounting, and more, escalating to internal teams when needed.
• Collaboration: Work closely with Sales, Compliance, Corporate Secretary, Accounting and Tech teams to ensure seamless service.
• Continuous Improvement: Identify recurring customer pain points and suggest improvements to workflows or help center content.