Author and Customer Success Analyst

We value inclusivity and diversity at Envato. Research shows candidates from neurodiverse and underrepresented backgrounds often only apply for roles if they meet all the criteria. We like to make our hiring decisions based on experience and passion, so if you’re keen to apply and need reasonable adjustments please let us know. We also encourage you to let us know the pronouns you use at any point during the recruitment process.

About Envato:

We exist to empower creatives to thrive independently and as a community. We work to be the must-have, most used, intelligent and essential creative companion where we empower creatives to create freely and confidently, and accelerate their everyday creative process however and wherever they work.

We proudly support the lives of creative pros all over the world, from web developers and graphic designers, to marketers, videographers, photographers and more. We’ve built a community where anyone can get their creative projects done, and where creators bring their ideas to life and in the process, earn a living doing what they love. Our mission is to be the singular destination for creative assets. It doesn’t get much better than that!

We are a global and rapidly scaling business. Blending purpose and profit, we're a passionate B Corp, committed to making a positive impact on the communities we engage in. You can read more about our purpose, mission and values on our website.

We’re leaders in flexibility and have embraced ways of working to encourage this for a long time. Where we can, let’s make work, work for you! Our roles can be based ANYWHERE in Australia or New Zealand, and while we all mostly work from home we’re proud of how we keep our global team connected.

About the Role:

As the Author and Customer Success Analyst at Envato, you'll support the development, maintenance, and implementation of technical solutions for customers, authors and support teams. You'll work closely with the Lead Analyst to build and integrate new and existing technologies, manage workflows, and ensure efficient operations for Author and Customer Success. Additionally, you'll nurture stakeholder relationships and continuously seek to enhance and streamline systems for our team and end users. If you're excited about leveraging technology to improve customer and author experiences, we'd love to hear from you!

What you'll be doing

• Gather, analyze, and document business requirements, converting them into technical specifications and user stories.
• Collaborate with the Author and Customer Success teams to improve workflows.
• Create and maintain project documentation, such as functional specifications and user guides.
• Offer technical support and manage system administration for optimization, compliance, and security.
• Develop and upgrade customer-facing resources, like the Help Centre, and enhance workflows using AI technologies.
• Keep abreast of industry trends, identify and address risks, and advocate for customer and author needs to drive continuous improvement.

About you

• You have experience with large-scale Customer Management or Customer Ticketing Systems (e.g., Zendesk).
• You have excellent verbal and written communication skills, capable of presenting clear and persuasive messages.
• A collaborative team player with a demonstrated ability to build strong business partnerships.
• Decisive decision-maker with a track record of making well-reasoned choices.
• Committed to continuous learning and self-improvement with a growth mindset.
• Highly self-motivated and directed, with a strong sense of initiative.
• Experienced in managing stakeholders effectively and maintaining professional integrity in all interactions.
• Ideally, you’re familiar with front-end development tools and languages (HTML, CSS, JavaScript).

Some of the great things we offer

• We are a remote business with full flexibility for you to manage work and life as you need - outcomes are what’s important to us.
• We provide MacBook Pros or HP’s for you to do your best work, as well as all your initial and ongoing tech setup to suit your individual needs.
• It’s important you love your home office so we will provide a contribution towards your set up and a monthly allowance to support work from home costs.
• Want to expand your family? We will support you! We offer 20 weeks paid primary carer leave (with super paid on top for the first 12 months); and 6 weeks paid secondary carers leave.
• Connection is so important in a remote business. That’s why we provide you with an annual allowance to meet up with colleagues and share some food and a laugh.
• Continuous improvement is encouraged and we provide an annual budget for you to put towards your learning.
• We know our product is awesome so we will provide you with a free Envato Elements subscription for your side gigs and/or personal use.
• Your wellbeing is paramount and we provide access to a holistic assistance program that provides support in many areas of life and health.

Our culture

• We are B Corp certified & believe in succeeding sustainably as one global team.
• We are leaders in flexible working and really walk the talk - our work from anywhere benefit allows you to work and travel for up to 3 months in another country. We have also removed standard hours from contracts to empower our people to work in a way that makes sense to them.
• We support working parents through a range of initiatives, including being a proud partner with Grace Papers.

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