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customer success coordinator
Customer Success Coordinator
Home-in
Sydney / Melbourne
The Opportunity
Please note: This is a 12-month max term contract role.
Who are we?
We’re Home-in and we are on a mission to simplify the experience of buying property.
While buying property is exciting, it can also be time-consuming, complex and stressful. There’s conveyancing, building and pest inspections, making an offer, liaising with your lawyer, lender and real estate agent…. and that’s just the beginning! What if all of this could happen in one place and you could be guided through the required steps to purchase your home using an intuitive, easy-to-follow checklist?
Enter Home-in. We provide you with a central hub featuring everything you need to buy a property so that you can purchase with confidence. We are the first of our kind and we are proudly transforming the property purchase experience across Australia.
What’s more, Home-in is proudly part of x15ventures.
x15ventures is a dynamic venture-scaler, powered by CommBank.
What’s a venture-scaler you might ask? Well for us, it means we’re not your typical VC fund - we have the mandate to build, acquire and invest-in early-stage digital endeavours that can scale through CommBank’s assets. We actively support experienced entrepreneurs, providing guidance and access to our customer base and distribution networks.
Together, we’re building the next generation of solutions for 15 million CommBank customers and pioneering new ways of working as we go. It’s a cross section of limitless opportunity, and huge unknowns. Your hands will get dirty, and every day will be nothing like the last. If this excites you, you’re in the right place.
Where do you fit in?
We are seeking a Customer Success Coordinator to join Home-in to support our customers through their home-buying journey. The Customer Experience Team is pivotal to our business as we are responsible for ensuring the success of each and every one of our customers’ property journeys– from search to settlement. You will be answering customer enquiries and delivering exceptional service via both phone and emails.
What you’ll do day-to-day:
Manage multiple work streams across the property purchase journey, including tasks such as contract review, exchange, and settlement.
Liaise with lawyer partners and lenders to ensure our platform delivers a seamless, one-stop-shop experience for customers.
Manage inbound and outbound communication, primarily via chat in Intercom, ensuring all customer queries are handled with empathy and professionalism.
Handle incoming calls and follow up on missed calls, ensuring timely resolution of customer issues.
Respond to and process customer support requests via our support inbox, maintaining a high level of service and professionalism.
Process all tasks and support requests within agreed turnaround times, ensuring efficiency and accuracy in a high-volume, deadline-driven environment.
Utilise Pega for task management and tracking, ensuring smooth workflows and accountability across all tasks.
Stay up to date with business rules, operating procedures, quality standards, internal policies, and relevant laws and regulations to maintain operational compliance.
What you’ll need to be successful in this role:
Experience in customer service, ideally with exposure to administrative or operational support roles, particularly in fast-paced environments.
A genuine passion for simplifying the home buying process and enhancing the customer experience.
A strong commitment to delivering exceptional customer service and building positive relationships with customers.
Proven ability to thrive in a task-driven, deadline-oriented environment while managing multiple competing priorities.
Excellent prioritisation and planning skills to effectively manage work volume and meet deadlines.
A collaborative team player with a strong desire to learn and improve.
Ability to work flexibly with a national team, with availability to work outside standard business hours (12pm-8pm, on a rotating roster) to provide support for customers in WA.
Research shows that people from underrepresented backgrounds sometimes hesitate to apply for roles if they don't meet every requirement. If this is you, don’t worry - we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone, and your unique skills and perspective might be just what we’re looking for!
Why Join Us?
Enjoy a flexible and dynamic start-up environment
We nurture a safe space for our people to show up as they are!
Competitive salary and bonus structure
Opportunities for professional growth and development
Access to the best in class benefits that CommBank offers.
About x15
What is x15ventures?
We're a venture scaler powered by CommBank. We build, buy and invest in startups that will benefit the bank's 15 million customers and beyond.
We're navigating the space between corporate and startup worlds and harnessing the collision of careers, ideas and expertise to help build and scale the next generation of digital businesses.
© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.
© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.
