Junior Customer Success Associate at Zeller

Operations - Customer Success, Full Time, Melbourne melbourne support full-time
Description
Posted a month ago

About Zeller

Australian business owners are entrepreneurial, driven and passionate individuals. Yet when they seek the merchant services they need to operate and grow their businesses, there is a distinct lack of support and transparency from the banks. Unfortunately, there has been no better alternative – until now.

At Zeller, we’re taking on the incumbents with a suite of products that redefine business banking. Our founding team broke away from some of the biggest names in banking and tech to solve the pain points millions of business owners suffer through every day: frustrating wait times, confusing contracts, hidden fees, and clunky tech, to name a few. This mission piqued the interest of renowned VCs, which led to one of the largest pre-launch funding rounds Australia has ever seen. 

After quietly working away for over a year, we publicly released Zeller on 4 May 2021 – it’s everything business owners need to accept payments, manage their finances, and pay recipients, all in one box. Now, our sights are firmly set on an exciting roadmap of new, innovative products to help Australian businesses grow even further. 

Come join us as we level the playing field for Australian businesses. Our story has just begun.

About Zeller

Australian business owners are entrepreneurial, driven and passionate individuals. Yet when they seek the merchant services they need to operate and grow their businesses, there is a distinct lack of support and transparency from the banks. Unfortunately, there has been no better alternative – until now.

At Zeller, we’re taking on the incumbents with a suite of products that redefine business banking. Our founding team broke away from some of the biggest names in banking and tech to solve the pain points millions of business owners suffer through every day: frustrating wait times, confusing contracts, hidden fees, and clunky tech, to name a few. This mission piqued the interest of renowned VCs, which led to one of the largest pre-launch funding rounds Australia has ever seen. 

After quietly working away for over a year, we publicly released Zeller on 4 May 2021 – it’s everything business owners need to accept payments, manage their finances, and pay recipients, all in one box. Now, our sights are firmly set on an exciting roadmap of new, innovative products to help Australian businesses grow even further. 

Come join us as we level the playing field for Australian businesses. Our story has just begun.

Role description

As a Junior Customer Success Associate you will be a member of the team that is responsible for the day-to-day support of our customers, to ensure that they are able to fully benefit from the power of Zeller’s suite of tools and services. 

We are looking for someone who can bring a fresh perspective to our growing Support team, and someone who is looking to grow their professional skills in a rapidly-changing Financial Services industry. 

This position will be responsible for delivering outstanding customer service to Zeller’s customers, via phone calls, live chat and emails. You will be a part of a small and passionate team, and be nimble and driven to deliver a better experience for Australian businesses.

You will need to be empathetic to business pain points, understand the perspective of the customer, and be comfortable communicating across multiple channels.

Role responsibilities

  • Day to day engagement with Zeller’s customer base via phone, live chat, and email, covering technical support ranging from hardware and software support to account configuration and management 
  • Working with cross-operational functions such as the Risk and Compliance teams, and Finance Operations, to resolve customer needs
  • Internal support to other Customer Success Team members to help resolve issues quickly for customers
  • Becoming a subject matter expert and establishing the function’s centre of excellence for product usage and support knowledge 
  • Hardware fulfilment handling and supply chain support
  • Shift hand over to enable seamless support of Zeller’s customers 
  • Your attributes

  • Passionate about customer experience and problem solving
  • Ability to work autonomously, yet collaboratively 
  • Prepared to be the voice of Zeller, and the voice of the merchant 
  • Be able to continually balance speed, perfection, functionality, cost and customer experience
  • Be an active participant in improving Zeller’s products, services and customer experience
  • An ability to learn while doing, and assist others where possible
  • Qualifications and experience

  • 1+ years of relevant support experience
  • Demonstrable experience working in customer support roles with great products, companies or people
  • Understanding of the customer experience in service environments 
  • Practical experience with cross channel / multi channel support environments
  • What’s in it for you

    - Be part of something big from the outset
    - A balanced, progressive and supportive work environment
    - Competitive salary
    - A package which includes equity from an early stage
    - Join a rapidly growing team with opportunities to grow and develop your career wherever your passions and skills take you


    What’s in it for you

    - Be part of something big from the outset
    - Watch your work be put up in lights
    - A balanced, progressive and supportive work environment
    - Competitive salary
    - A package which includes equity from an early stage
    - Join a rapidly growing team with opportunities to grow and develop your career wherever your passions and skills take you