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customer support team member
Customer Support Team Member
Kit
Customer Success
Sydney / Melbourne
The Opportunity
This is an exciting part time opportunity for someone passionate about delivering an exceptional customer experience. Kit is looking for an enthusiastic and curious professional with customer service experience wanting to make an impact on future generations of Australian kids as we work towards accelerating the financial capability of young people by providing the tools and knowledge to harness the power and potential of money.
little about Kit
Kit is an earning-and-learning, mindfully-spending, money-mastering pocket money app for families in Australia. We’re a kid-first app with gamified learning and prepaid Kit card while giving parents peace of mind with parental controls.
Our mission is to accelerate the financial capability of young people by providing the tools and knowledge to harness the power and potential of money. Kit is built by x15ventures, and wholly owned by CommBank.
Where do you fit in?
In this part time Customer Service role you will apply your excellent communication skills to provide high quality service and support to our customers by responding managing general enquiries, complaints and support requests.
You will join our small customer service team and work closely with our product, engineering and risk teams to identify opportunities to improve processes within the team and the Kit application to maximise the customer experience.
You will undertake investigations in respect to customer requests and/or as a result of transactional or exception based issues, including the review of transaction alerts to help identify attempted fraud.
On any given day you will
Use our Hubspot system to keep on top of support enquiries and respond within service level agreements
Demonstrate care, courage and commitment in dealing with our customers
Develop and maintain standard operating procedures
Review transaction alerts to identify fraud and unusual activity
Provide feedback on customer enquiries to the product and engineering teams to improve the customer experience and the Kit app
We are interested to hear from people who have
Availability to work regular afternoon/early evenings and/or weekend shifts (Up to 20 hours per week approximately)
2+ years in a customer support/service or customer-facing role ideally within a banking or financial services environment
Proven ability managing written customer communications as well as phone based support.
Experience working with startups/ early stage ventures and/or financial services and products would be ideal
Focused on driving strong customer outcomes and passionate about customer experience
Experience of dealing with fraud events a bonus
Highly organized and diligent
Naturally curious and willing to learn
Great at problem solving and following through
Highly collaborative and good with managing competing priorities
What’s in it for you?
An opportunity to be part of an exciting and fast-growing fin-tech backed by one of Australia’s biggest banks
Have a real impact on bringing this product to life and improving the financial literacy of future generations
We offer flexible and hybrid work options
We pay generous equal parental leave as well as extra leave options - understanding there’s more to life than work
We celebrate an authentic team culture and promote collaboration and innovation
Development and career progression programs to help you grow
This opportunity will see you work in a passionate and high performing team across highly innovative new products.
If this sounds like something you’d like to be part of apply NOW!
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.
