Company Description Simpology Australia is a Sydney-based technology company that has been building enterprise-grade applications for the mortgage industry since 2007. The team brings together strategists, analysts, and technologists with deep experience in lending, aggregation, and broking. Simpology partners with banks, lenders, aggregators, and brokers to streamline the origination and processing of loan applications.

Supported by a board of accomplished Australian business leaders, the company is focused on delivering smart, dynamic tools that challenge the status quo. Team members join a business that values innovation, collaboration, and a genuine passion for improving the lending experience.

Role Description The Broker Support Officer is a full-time hybrid role based in Sydney, NSW, with flexibility for some work from home. As the frontline of the broker experience, you’ll support brokers through live chat and ticketing channels helping them navigate our platform while delivering rapid, accurate and professional service. You’ll also play an exciting role in helping us optimise and improve AI-assisted support tools that are transforming how we serve our c ustomers.

What You’ll be doing





Respond to broker enquiries in real time live chat

Manage support tickets through to resolution

Provide accurate information, troubleshooting and guidance

Deliver a professional, friendly and solution focused customer experience

Provide feedback and recommendations to improve AI responses

Build strong relationships through consistent and helpful support

Identify opportunities to improve processes and customer outcomes.

About You

You’ll be someone who enjoys helping people, takes ownership of problems and has a genuine passion for customer experience.

Experience in customer support

Strong written communication skills

High attention to detail

Comfortable using chat platform and ticketing systems

Bonus Points in you have

Experience in a similar role in financial services, lending or mortgage brokering teams

Exposure to chat bots or automated support platforms A passion for process improvement and customer experience. Who you’ll work with

Reporting to the Broker Support Lead, you’ll work closely with our Customer Managers and Prod escalation teams to ensure brokers receive exceptional support and service.

📌 Broker Support Officer (Sydney)
🏢 Simpology Australia
📍 Sydney