Customer Support Specialist (Hybrid Role - Office/WFH) at Divipay

Customer Support, Full time, Sydney, New South Wales sydney support full-time
Posted a month ago

About us!

We're a passionate, curious and collaborative team of go-getters on a joint mission to revolutionise modern financial management software, and empower our thriving community of finance leaders. We lead with heart and keep our colleagues and customers at the forefront of every decision. We believe in a culture of collective accountability, where every team member’s contribution is valued as a key to our success. 

DiviPay is an Australian founded fintech company that provides an all-in-one spend management tool to help SMEs instantly issue virtual corporate cards, control spending and automate expense reporting. We are proud to be Australia’s leading expense management solution.

Find out more about DiviPay on our website. We're about to embark on a fancy website revamp and we're excited to share our new look with you soon!

Your impact!

We’re on a mission to build a one-of-a-kind Customer Support team that delivers world-class experiences to help our customer’s learn, implement and get the most out of DiviPay. We’ll be looking to you to jump into the deep-end and solve customer problems and provide an outstanding customer experience. This is a rare opportunity to be at the forefront of growth, whilst delighting our customers at every turn. Future career pathways are endless with opportunity to explore customer success, development, sales, implementation...the list goes on!

A day in the life...

  • Be the main point of contact for customers on a daily basis by solving customer queries through Zendesk tickets, outbound phone calls and video calls.
  • Build relationships with customers by tailoring your responses so they receive relevant, and valuable product information.
  • Provide a feedback loop to the engineering team by documenting and reporting recurring issues, feedback and requests.
  • Contribute to our growing help centre, by identifying common questions and requests.
  • Act as the go-to product expert for both customers and internal teams.
  • Identify opportunities for account expansion and loop in Customer Success.
  • Represent the voice of the customer internally.
  • Skills we'd love you to bring along

  • Exceptional written and verbal communication skills.
  • Ability to concisely and accurately answer customer queries.
  • Organised, reliable and high attention to detail.
  • Highly empathetic and patient.
  • Ability to problem solve quickly.
  • The appetite to work as a part of an agile, ideas driven start up.
  • Team player with initiative to seek out guidance and support.
  • We have a lot to celebrate at DiviPay! 

    We hit some major milestones at the end of 2021, including a successful $20m raise for Series A, which means we’re growing and fast. Our recent funding is being put to good use expanding DiviPay into new international markets, while expanding our product offering and most importantly, investing in a team of exceptionally talented people. 

    DiviPay perks - these will keep growing as we do!

    - Flexibility at its finest, we value work-life balance
    - Pet-friendly offices
    - Bday leave and budget to celebrate you!
    - Team events
    - Wellness Leave (your mental health is as important as your physical health)
    - Limitless growth opportunities
    - Employee Assistance Program via Uprise 

    Our Sydney office is based in a beautiful, fully refurbished space in Surry Hills, only a 5-minute walk away from Central station and all of the tasty food and drink that Surry Hill has to offer. Talk to us about hybrid, remote and flexible work - we agree, it's the way forward!

    We're better together

    At DiviPay we are committed to fostering an inclusive, equitable workplace that promotes and values diversity. Everyone is welcome - as an inclusive workplace, our employees are comfortable bringing their authentic whole selves to work. 

    We celebrate uniqueness and a variety of experiences because we know that bringing together different points of views unlocks limitless potential. 

    Our values are: (1) bias towards action; (2) make the customer froth; (3) set the bar high; (4) burn the house down; and (5) do more with less.

    If you don't think you meet all the requirements of the role, but our values align with yours, we would still love to hear from you.

    Our recruitment process will look something like this - we love to keep things simple.

    1. Phone or Video Screening - intro chat with a member of our friendly talent team 
    2. Skills & Motivations Interview - get to know your potential manager, share your core skills and find out more about the team
    3. Functional Task & Interview - shine a light on your practical experience
    4. Values Interview - is DiviPay the place for you? We hope so! Meet colleagues outside of your immediate team to get a final flavour of our culture
    5. References