Customer Operations Agent

Lotus People; Wellington; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Free catered lunches

Birthday leave

Wellness budget

Employee Assistance Program

Office in Wellington

Regular social events

Job summary

Lotus People is seeking a customer service professional to join its Wellington-based Customer Operations team. You will guide self-employed users, assist with onboarding, AML/KYC checks and first payments, and address inquiries across phone, email and web chat.

You’ll help customers with income allocation, financial wellbeing, and timely tax matters while contributing to a supportive, fast-paced environment with opportunities to grow your skills.

Qualifications

• Hands-on customer service experience or a university degree with people skills.
• Self-starter who takes initiative and seeks efficiency.
• Thrives in a fast-paced, changing environment.
• Strong verbal and written communication; good phone manner and grammar.

Responsibilities

• Act as the first contact for new customers, offering clear, empathetic guidance.
• Support customers through account setup and explain how teams work.
• Onboard new customers, including AML/KYC checks and guiding 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.
• Provide respectful offboarding experiences when required.
• Liaise with government agencies to resolve tax matters for users.
• Prepare and file accurate tax returns and evaluate expense claims.
• Support debt resolution and payment reconciliation to ensure compliance.

Skills

Customer service

Self-starter

Adaptability

Communication

Empathy

Attention to detail

Intercom experience

Education

University degree

Tools

Intercom

Job description

ABOUT THE COMPANY & ROLE

Lotus People is thrilled to partner with an exceptional FinTech start-up that is rapidly growing and transforming how businesses and individuals manage their finances. Customers are at the heart of everything they do here and they're always on the lookout for motivated customer service superstars who thrive in a fast-paced environment and genuinely love helping people.

Their Customer Operations team are a vibrant, fun, and highly motivated team who work together to deliver an outstanding experience for our customers, making the lives of self-employed Aussies and Kiwis that bit easier. The team are responsible for developing customer relationships that promote retention and loyalty, working closely with customers to ensure they are engaged, excited and satisfied with the service they receive, as well as canvassing customers on areas where we could improve all to empower sole traders to feel confident and on top of their financial obligations.

Their Customer Operations function is made up of three squads - Onboarding, Experience, and Tax & Financial Support - all working towards one goal: helping our users never have to think about tax.

DUTIES

• Acting as the first point of contact for customers who are new to self-employment, offering clear, empathetic, and reassuring guidance
• Supporting customers through account setup and helping them understand how the different parts of the team work
• Onboarding new customers, including AML/KYC checks, ID verification, and guiding them through their first payments
• Conducting proactive account reviews for existing customers to identify issues and opportunities
• Managing queries with empathy and clear communication via phone, email, and web chat
• Guiding customers on income allocation and financial wellbeing
• Providing respectful offboarding experiences when required
• Liaising with government agencies to resolve tax matters on behalf of users
• Preparing and filing accurate tax returns and evaluating expense claims
• Supporting debt resolution, payment reconciliation, and ensuring ongoing compliance

*The responsibilities above reflect the day-to-day across the teams' three squads. If some don't quite align with your interests, another squad may be the perfect fit for your skills and strengths!

SKILLS & EXPERIENCE

• Either hands-on customer service experience, or a university degree that’s given you the skills to help people confidently and clearly
• A self-starter that takes initiative and seeks out ways to make things more efficient
• The ability to thrive in a fast-paced and changing environment
• Strong verbal and written communication skills (good phone manner, spelling, grammar are critical)
• Fantastic interpersonal skills, and in particular a strong empathetic personality
• A high level of attention to detail
• Bonus points forexperience with customer service tools such as Intercom,experience in a financial institution and/or experience being self-employed (freelancing, contracting etc)!

BENEFITS

• Vibrant, modern office in Wellington
• Enjoy free catered lunches once a week!
• A strong workplace culture with regular social events and team get-togethers
• Supportive, down-to-earth management team
• Birthday leave
• Shape the future of the business and contribute to its ongoing success - be part of something big!
• The team encourage experimentation, whether that's finding ways to improve account reviews, or finding better ways to resolve queries
• They invest in their people, providing opportunities to grow your skills and knowledge
• Think working hard, collaborating closely, and they finish on time (no crazy hours)!
• Employee Assistance Program and wellness budget available to all staff

OUR RECRUITMENT PROCESS

At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.

Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2-3 business days for an initial phone screen. Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role.

Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.