ANNA Money

Customer Experience Specialist

ANNA Money

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • 🇦🇺 Australia

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Job Level

JuniorMid-Level

About the role

  • What you’ll do
  • - Be the first point of contact for customer queries and deliver prompt, clear, and human support via phone, email, and live chat.
  • - Resolve issues at the first point of contact wherever possible - owning cases from start to finish rather than escalating to another queue.
  • - Handle more complex and high-context scenarios with independence and sound judgement.
  • - Maintain high quality, high case ownership paired with strong CSAT.
  • - Handle impromptu customer call requests and keep call quality at an excellent standard.
  • - Investigate and resolve customer payment issues using internal tools.
  • - Support customer onboarding and perform basic risk assessments using internal tools.
  • - Retain customers in chat or via phone without defaulting to escalation.
  • - Develop a comprehensive understanding of our business admin software (apps and web portal) to resolve XLS, VAT, Payroll and other business admin related queries.
  • - Investigate root causes, resolve the issue directly with the customer, and work to turn the experience around.
  • - Escalate to relevant teams only when truly appropriate, while staying responsible for the customer outcome.
  • - Collaborate with cross-functional teams to improve processes and customer outcomes.
  • - Spot recurring issues, propose changes, and help test new ways of working.
  • - Share insights from UK customer trends to help make the product and support experience better.
  • - Build relationships with customers and create an exceptional experience by understanding their goals and challenges, and providing tailored support

Requirements

  • What we’re looking for
  • - 2+ years’ experience in customer service/support, ideally in fintech, banking, accounting, or SaaS.
  • - Confident, calm communicator - over the phone, live chat and email.
  • - Excellent written English and the ability to explain complex topics simply.
  • - Strong problem-solving skills and comfort handling ambiguity.
  • - Detail-oriented, reliable, and able to manage multiple cases without losing quality.
  • - Fast and capable with technology and support tools.
  • - Runs well independently: you’re comfortable prioritising your own queue, making decisions, and owning outcomes, even when working solo.
  • - Enjoys being part of a flat, self-managed team culture.**
Benefits
  • What you get from us:
  • - 25 days annual leave + Bank Holidays.
  • - Recharge and reenergise with our 'Take A Break' budget of $2,000 per year
  • - Enhance your skills or learn something new with our annual Continuous Learning budget of $2,000 per year
  • - Perkbox access for fitness, rewards, and mental health support.
  • - A collaborative, flat structure where you can genuinely influence how things work.
  • - Regular team socials and a culture that values curiosity, initiative, and ownership.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer serviceproblem-solvingrisk assessmentcase ownershippayment issue resolutionbusiness admin softwareXLSVATPayroll
Soft skills
communicationdetail-orientedreliableindependentdecision-makingrelationship buildingadaptabilityteam collaborationcustomer empathy