Customer Support Specialist at Weel

Customer Support, Full time, Sydney, New South Wales sydney support full-time
Description
Posted 4 months ago

About Weel

We're a switched-on, curious and collaborative team of go-getters on a mission to build the future of spend management for SMEs. We lead with heart and humility 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 the key to our success. It’s hard to put into words what makes our culture at Weel so special. But one thing’s for sure—we’ll always give you the space to explore your passions and have some fun along the way. Weel is an Australian-founded fintech company that provides software to help businesses streamline and control company-wide spending without holding their team back. Finance teams use Weel to instantly issue virtual corporate cards, proactively control spending and automate their expense reporting. We’re Australia’s leading spend management solution.

Your impact!

Join us as Weel's next Customer Support champion and open up the doors to the thrilling start-up world. As a graduate at Weel, you will have the chance to ignite your tech career in a tight-knit and supportive team. 

With ongoing support and mentorship, you'll deepen your product knowledge and gain valuable insights from some of the most innovative minds in Fintech. Our focus is on cultivating internal growth, and with a "let's do this" mentality, you could see career advancement as soon as your performance and internal opportunities align (we aim for 12 months max where possible). Whether your dream job is in Marketing, Sales, Implementation, or climbing the ranks in Customer Support, we will work together to make it a reality!

A day in the life...

  • Become an expert in Weel's product features and benefits
  • Quickly and effectively address a high volume of customer inquiries through multiple support channels (email, live chat, screen sharing, etc.) with precision and speed.
  • Tackle account issues and complex software problems with ease.
  • Respond to customer-reported issues and system alerts in real-time with professionalism, ensuring every issue is tracked and resolved.
  • Think ahead and identify new ways to improve the product, troubleshoot bugs, and uncover opportunities to boost the customer experience.
  • Brainstorm innovative solutions using best practices to help clients reach their goals and get the most out of our platform.
  • Stay cool and collected in a fast-paced environment, providing top-notch customer service even in tough situations.
  • Partner with our Product & Engineering teams to drive stability, operational success, create helpful knowledge base articles, and foster a culture of efficiency.
  • Personalise your responses to customer requests with compelling language and a genuine touch.
  • Most importantly, play a part in Weel's mission to provide the best customer experience in the Spend Management space 

    • Skills we'd love you to bring along

  • Show off your skills as a wordsmith! Strong written and verbal communication skills are a must-have.
  • Problem-solver extraordinaire! We're looking for critical-thinking wizards who can tackle any challenge that comes their way.
  • You’re always ready for action! Bring your energy and passion for a dynamic work environment.
  • Customer-centric and empathetic, you're always putting their needs first.
  • Patience is a virtue, and you've got it in spades.
  • Tech-savvy and familiar with software systems, you're always one step ahead.
  • Process improvement is your middle name! You've got an eye for finding ways to make things better.

    • Bonus points

  • An understanding of accounting principles and technology i.e. Xero, MYOB, Quickbooks 
  • Bachelor's degree in a relevant field

    • We have a lot to celebrate at Weel 

    We hit some major milestones recently, including a successful $20m Series A raise. It means we’re growing, and fast. Our funding is being put to good use, helping us to grow our product offering, and most importantly, invest in a team of exceptionally talented people. 

    A number of notable highlights and accolades we’re proud of include: 

    - The successful launch of our sophisticated new brand that positions us for future growth beyond Australia.
    - Winning ‘Partnership of the Year’ alongside Slyp at the 2022 Finnies.
    - Shortlisted in the Best Small Business App category for the Xero Australia FY23 Awards.
    - Welcomed over 1,000 attendees at our inaugural Virtual CFO Summit in 2022. 

    Our growing list of Weel perks: 

    🥇Options package - we feel and act like owners because we are!
    🎂Birthday leave and a budget to celebrate you!
    🎉 Country-wide team events (and travel budgets for interstate employees)
    🐱 We offer a progressive parental leave policy to ensure that all employees can take the time they need to care for their families - Including fur babies!
    🥳 Monthly budgets for team bonding
    🧘🏻‍♀️Wellness leave (no need to throw a “sickie” – your mental wellbeing is just as important as your physical health)
    🪴Study leave and limitless career-growth opportunities
    ❤️‍🩹 Access to our Uprise Employee Assistance Program 
    🐶 Pet-friendly offices 

    We love our WeWork space right in the heart of the city. With bottomless mugs of free coffee, puppy picnics and regular recreational events, there’s something for everyone! We're a hybrid workplace with flexibility to promote a healthy work-life balance. 

    We're better together 

    At Weel, we’re committed to fostering a genuinely inclusive and equitable workplace that promotes and values diversity: a place where everyone can bring their authentic, whole selves to work.  

    We celebrate uniqueness and diversity of experiences because we know that bringing together different points of views is our strength.  

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

    We are a 2023 Circle Back Initiative Employer – we commit to responding to every applicant. 

    Our recruitment process will look something like this:  

    1. Phone or video screen - intro chat with a member of our friendly talent team 
    2. Hiring Manager Intro Interview - get to know your potential manager & shine a light on your practical skills
    4. Values Interview - is Weel the place for you? We hope so!
    5. References