Customer Service Agent

About the role

Lotus People is recruiting a Customer Service Agent for a fast-growing FinTech start-up in Sydney, working within its Customer Operations team. The team supports self-employed Australians and New Zealanders, building relationships that promote retention and loyalty, and works across three squads: Onboarding, Experience and Tax & Financial Support.

Key responsibilities

• Act as the first point of contact for new self-employed customers, giving clear, empathetic guidance
• Help customers set up 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, and 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 and a strong empathetic personality
• Bonus for experience with customer service tools such as Intercom, a financial institution or being self-employed

What we offer

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

Applications are handled by a real person; shortlisted candidates are contacted by phone and then interviewed virtually. Phone enquiries before applying are not accepted.