Customer Experience Champion

At our company, we believe that empowering businesses to succeed is the most rewarding way to spend our time.

We provide cloud-based technology solutions that enable small and medium-sized enterprises to manage all aspects of their operations, so business owners can focus on what they do best. With our platform, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping businesses thrive. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship businesses have with our products.

This Customer Experience Champion will make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers' experiences.

You will help our customers achieve success through the use of our platform, ensuring retention and customer satisfaction. The Customer Experience Champion role provides support to the wider team by assigning tasks, and answering customer inquiries. Some of the other responsibilities include:

• You'll be a proactive member of your team advocating customer needs internally, owning their challenges and working on ways to prevent them from recurring
• You'll be supporting customers across multiple platforms
• You'll provide the initial response to tickets and assign incoming tickets to the team depending on the level of complexity and issue
• You'll respond to inquiries via phone, chat and email and work to ensure every inquiry is answered in accordance with our service level agreements
• You'll handle dissatisfied customers in a polite and professional fashion
• You'll maintain broad knowledge of all company products, services, and promotions
• You'll support the implementation of process improvement initiatives and the introduction and roll-out of new technologies
• You'll monitor the performance of systems and assist with the identification of potential issues

This role requires a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.

We are looking for curious and empathetic individuals. We also love to hear from people who are motivated by meaningful work, resonate with our core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

• You have 1-2 years of previous experience in a customer-facing position
• You're motivated by a fast-paced environment where you will have to constantly adapt - no two days are the same
• You have excellent written and verbal English skills as well as a confident phone manner and active listening skills
• You bring excellent customer service skills, demonstrated daily by working quickly and accurately to resolve customer queries
• You're able to multitask, prioritize, and manage time effectively
• You show awareness of your own strengths and areas for growth, and a desire to develop and apply new skills
• You are a true team player that understands we all have to sometimes roll up our sleeves and pitch in

We believe that the best innovation and ideas happen at the intersections of our differences – people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you don't tick all the boxes, we still encourage you to apply.

We offer unparalleled opportunities to learn and accelerated career development

A collaborative, team environment with people who truly love what they do

12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer

Unlimited access to LinkedIn Learning, 10% of your time devoted to growing you and your career, and further support to help you grow

Access to mental health support

Fully flexible work arrangements