Customer Operations Agent

About the role

Lotus People is recruiting a Customer Operations Agent for a fast-growing FinTech start-up that helps self-employed Australians and New Zealanders manage their finances. The Customer Operations team works across three squads (Onboarding, Experience and Tax & Financial Support) to build customer relationships, retain and engage users, and help them stay on top of their financial obligations. The role is based in Sydney and is full time.

Key responsibilities

• Be the first point of contact for new self-employed customers, giving clear, empathetic guidance
• Help customers set up their accounts and understand how the team works
• Onboard new customers, including AML/KYC checks, ID verification and first payments
• Run proactive account reviews for existing customers
• Handle queries by phone, email and web chat
• Guide customers on income allocation and financial wellbeing
• Provide respectful offboarding when needed
• Liaise with government agencies on tax matters, prepare and file tax returns and evaluate expense claims
• Support debt resolution, payment reconciliation and ongoing compliance

Required profile

• Hands-on customer service experience, or a university degree that gives the skills to help people clearly
• Self-starter who takes initiative and thrives in a fast-paced environment
• Strong verbal and written communication, spelling and grammar
• High attention to detail
• Bonus points for experience with customer service tools such as Intercom, experience in a financial institution or being self-employed

What we offer

• Modern office in Wellington
• Free catered lunch once a week
• Regular social events, supportive management and birthday leave
• Opportunities to grow your skills and an Employee Assistance Program with a wellness budget