Customer Success Support Specialist

Lumi; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Free counselling

Home Workspace Allowance

Parental Leave

Parental Flex Leave

Lumi Life Leave

Job summary

Lumi is hiring a Customer Success Support Specialist in Sydney to help new customers get the most from their lines of credit. You’ll be the first point of contact during onboarding, learning the craft of proactive customer management while handling hands-on work every day.

You’ll join a fast-moving fintech culture with strong growth potential, while supporting customers and collaborating with the broader team to ensure success and satisfaction.

Qualifications

• No lending experience required, willing to learn

Responsibilities

• Welcome calls and walkthroughs for new customers to explain how to use their line of credit
• Coordinate file and drawdown reviews to ensure nothing falls through the cracks
• Proactively follow up with customers, answer questions and flag issues for review
• Maintain an accurate CRM view for the whole team
• Spot opportunities and hand them to the right team member with context
• Be a helpful second point of contact after onboarding

Job description

Once a Lumi customer's line of credit settles, the real relationship starts. Our Customer Success team makes sure every customer facility gets the most out of it, and feels genuinely supported.

As a Customer Success Support Specialist, you'll be right at the centre of that experience. You won't be carrying a portfolio solo on day one - this role is the launchpad into a full Customer Success Manager career, so you'll learn the craft of proactive customer management while doing genuinely meaningful, hands-on work every day.

WHO IS LUMI?

We are a leading Fintech small business lender fuelling growth by making finance more accessible. We deliver fast & flexible funding designed to meet the unique needs of Australian businesses. With over $1.5 billion funded since 2018 and backing for 15,000+ small businesses, we're trusted for our speed, high quality service, and tailored approach.

WORKING AT LUMI

We are building a culture where you can grow and make a difference for customers. We are looking for people to join us on this journey who are passionate, curious and great problem‑solvers. We are incredibly proud of our awards, including most recently our Deputy CEO, Anna Hawter, receiving the Finnies' 2025 Outstanding FinTech Leader of the Year award. We have ranked in the top #3 on the Australian Financial Review BOSS Best Places to Work Banking, Superannuation and Financial Services list. We ranked #36 among the fastest-growing technology companies in Australia in the 2022 Deloitte Technology Fast 50 Australia. We are also WeMoney's Small Business Lender of the Year - two years running.

We foster a workplace where everyone feels a sense of respect and can reach their full potential. If you need any adjustments for a fair recruitment process, please let us know when applying.

OUR VALUES

Egos at the door

We own. We don't judge. We don't blame. We are open. We are in this together.

See the customer

We show up. We understand. We anticipate. We do what we say. We genuinely focus on solutions.

Think lean

We make things simple. We are resourceful. We understand the problem. We think ahead.

Learn to grow

We are curious. We challenge. We try. We fail forward. We learn. We try again.

THE ROLE

Your focus will primarily be on newly settled lines of credit, driving early adoption of customers' facilities.

• Help deliver a great first impression – supporting welcome calls and walkthroughs so new customers know exactly how to use their line of credit from day one
• Prepare and coordinate file and drawdown reviews, making sure nothing falls through the cracks
• Follow up with customers proactively – checking in, answering questions, and flagging anything that needs a closer look
• Keep our CRM accurate and up to date, so the whole team always has a clear, current view of every customer
• Spot opportunities and hand them to the right person on the team, with clean notes and context
• Be a helpful, reliable second point of contact for customers with questions after their initial onboarding
• Early in their career, looking to learn and build a future in customer success, account management, or financial services
• Clear, confident, empathetic communication – written and verbal
• A genuine eye for detail and comfort working within a CRM and structured processes
• Ability to multitask, and comfortable juggling a several things at once – keeping them all on track
• Curiosity about small business and finance – no lending experience needed to start, just the willingness to learn it.
• A team-first attitude and comfort with a fast-moving, still-evolving environment

BENEFITS & PERKS

Wellbeing: Free counselling, seasonal activities, Wellbeing Allowance, wellness room, flu shots

Work Life: Home Workspace Allowance, Purchased Leave, Parental Leave, Parental Flex Leave, Lumi Life Leave for challenging events, breastfeeding/expressing space

Social & Food: Monthly lunches, regular celebrations, stocked kitchen, beer & kombucha on tap, board games, rooftop BBQs

Rewards & Recognition: Competitive pay, referral bonuses, shout-out recognitions

Career & Growth: Rapid advancement opportunities, higher education sponsorship, hackathons