Customer Operations Pro (Onboarding & Support)

Lotus People; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Free lunches

Birthday leave

Wellness budget

Career development

Job summary

Lotus People is partnering with a FinTech start-up that helps self-employed Aussies and Kiwis manage their finances. The Customer Operations team delivers outstanding experiences, focusing on onboarding, value delivery, and tax support while maintaining high engagement with users.

The role involves acting as the first contact for new customers, guiding them through account setup, AML/KYC checks, and first payments, and conducting proactive reviews to identify opportunities.

Qualifications

• Hands-on customer service experience or a degree that helps you assist people confidently.
• Ability to thrive in a fast-paced and changing environment.
• Strong verbal and written communication skills; phone manner, spelling, and grammar are critical.

Responsibilities

• Act as the first point of contact for new self-employed customers, providing clear, empathetic guidance.
• Onboarding new customers, including AML/KYC checks and guiding through first payments.
• Conduct proactive account reviews to identify issues and opportunities.
• Manage queries via phone, email and web chat with empathy and clarity.
• Guide customers on income allocation and financial wellbeing.

Skills

Customer service

Empathy

Communication

Fast-paced environment

Problem solving

Education

University degree or equivalent

Tools

Intercom

Job description

Lotus People is partnering with a FinTech start-up that helps self-employed Aussies and Kiwis manage their finances. The Customer Operations team delivers outstanding experiences, focusing on onboarding, value delivery, and tax support while maintaining high engagement with users.

The role involves acting as the first contact for new customers, guiding them through account setup, AML/KYC checks, and first payments, and conducting proactive reviews to identify opportunities.