Overview
At Swyftx, we're not just building a fintech scaleup – we're helping shape the future of Australia's digital currency industry and its integration with traditional finance. With over one million users and a global presence, we operate in a fast‐paced, ever‐evolving environment where adaptability and strategic thinking are essential.
The Customer Support Officer role is based in Brisbane and follows a hybrid model: two days per week at our Milton office, the rest remote.
Key Responsibilities
* Deliver exceptional customer support across Swyftx's omnichannel platforms, including phone, live chat and email, ensuring positive customer outcomes.
* Proactively engage with customers through outbound calling activities, including KYC calls, onboarding support and customer outreach initiatives.
* Build strong rapport with customers while troubleshooting enquiries, identifying solutions and aiming for first‐point‐of‐contact resolution wherever possible.
* Support onboarding and verification processes by assisting customers with KYC and compliance requirements.
* Accurately document customer interactions, enquiries and outcomes within CRM systems and internal platforms.
* Gather customer feedback and identify opportunities to continuously improve the customer experience across our products and services.
Qualifications
* Previous experience in a customer service or customer support environment, ideally within fintech, finance or cryptocurrency.
* Strong phone‐based customer service experience with confidence handling high volumes of customer interactions across phone, email and live chat channels.
* Excellent verbal and written communication skills, with the ability to quickly build rapport and deliver positive customer experiences.
* Strong problem‐solving skills with the ability to troubleshoot issues, think critically and remain calm under pressure in a fast‐paced environment.
* High attention to detail, confidence working across multiple systems and technologies, and the ability to work effectively towards KPIs and performance targets.
* A positive, proactive and customer‐centric approach to work, with strong teamwork and collaboration skills.
Benefits
* Hybrid working, with two days per week from our beautiful Milton office.
* Unlimited fee‐free trading.
* Career growth and formal leadership training programs.
* Social activities, game breaks and recognition awards.
* An in‐house barista and fully stocked kitchen.
* Weekly catered lunches on Wednesday.
Culture
We believe great teams are built on diverse perspectives, experiences and ideas. We're committed to creating an inclusive environment where people feel supported, valued and empowered to do their best work.
#J-18808-Ljbffr