Customer Support Specialist

About UrPay

UrPay is a fast-growing fintech company reshaping the way merchants access payments and value-added services. We deliver modern payment solutions that combine reliability, speed, and white-glove service for retail, hospitality, ecommerce platforms and medical clinics, just to name a few. We work with merchants of all sizes — from small, family-run businesses right through to high-volume, fast-paced organisations including the likes of the RNA Showgrounds.

We're a small but agile team that thrives on being solution-focused, local, and service-driven. This is an opportunity to join a business at the forefront of fintech innovation and play a key role in helping merchants and partners succeed.

The Role

We're looking for a motivated and proactive Customer Support Specialist to join our team.

Experience in payments or fintech is ideal, but what matters most is your attitude and willingness to learn. The payments industry can be complex and fast-moving, so being curious, engaged, and solution-focused is key to success in this role. We need someone who will ask questions, raise issues early, and work with the team to find solutions — sitting back quietly may only delay problems being solved.

In this role, you'll be working across three core areas:

1. Merchant Onboarding

• Support the Sales and Operations Managers to onboard new merchants

• Create and manage merchant applications

• Follow up and validate KYC documentation

• Order and configure terminals to ensure delivery / installation runs seamlessly

• Set up merchant gateway accounts and pay-by-links for online payments

• Work with partners on integration support when required

2. Merchant Support

• Own and manage incoming support tickets and triage to the relevant teams

• Monitor the AI support agent and return any customer calls that come through

• Liaise with key partners to make configuration changes to terminals or gateways

• Collaborate with internal teams to log and schedule fixes for technical bugs

• Ensure merchants feel supported and issues are resolved promptly

3. Operational Administration

• Assist with terminal returns, swaps, and replacements with partners

• Keep accurate oversight of all terminals/hardware ordered and their status

• Work with merchants to arrange terminal returns or identify opportunities to offer new product innovations

• Support the leadership team with general admin tasks to keep operations running smoothly

What We're Looking For

We're seeking someone who combines a customer-first mindset with excellent communication skills. You'll be organised, detail-oriented, and comfortable juggling multiple priorities in a fast-paced environment. The payments industry moves quickly, so being curious, proactive, and confident in asking questions or raising issues early is essential — we value people who help surface problems and work collaboratively on solutions. While previous experience in fintech, payments, or customer support is a bonus, it's not a requirement; what matters most is your attitude, willingness to learn, and ability to stay engaged in a growing business.

Success in This Role

Success in this role means merchants are onboarded smoothly and supported with confidence, with issues resolved quickly and clearly. You'll keep hardware and terminal logistics under control, maintain accurate oversight of orders and returns, and provide reliable support to both merchants and internal teams. Above all, your impact will be felt in the way merchants and partners experience UrPay — knowing they are valued, supported, and in good hands.

Why Join Us?

• Be part of a boutique fintech making a big impact right in the heart of New Farm

• Gain hands-on exposure to payments technology, onboarding, and partner ecosystems

• Work closely with senior leadership and industry partners

• Opportunity to grow with the business as we scale nationally and internationally

• Flexible, supportive, and service-driven culture

---