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, agile 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

We're looking for a passionate Broker Support Officer to join our growing team. If you thrive in a fast-paced environment, enjoy solving problems, and love helping customers succeed, we'd love to hear from you.

As the frontline of the broker experience, you'll support brokers through live chat and ticketing channels, helping them navigate our platform while delivering fast, 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 customers.

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
- Escalate complex issues with complete context and supporting information
- 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.

Why Join Simpology?

At Simpology you'll join a collaborative team that's passionate about innovation, customer experience, and continuous improvement.

You'll have the opportunity to:

- Work with a market-leading fintech in the mortgage industry.
- Gain exposure to AI and emerging technologies.
- Collaborate with Product, Customer Success, Delivery, and Operations teams.
- Build valuable industry knowledge and career development opportunities.
- Enjoy a hybrid and flexible working environment

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