Customer Support Officer

Company DescriptioneasyAML is a dedicated AML/CTF compliance partner designed for Australian small and medium-sized businesses, particularly those impacted by Tranche 2 reforms. The platform is an end-to-end solution, risk assessment, AML programme generation, KYC and KYB, ongoing monitoring, staff training, reporting, and audit access all connect, so each step feeds the next. We're ISO 27001 certified, Australian-hosted and Australian-operated, with our support, compliance, and operations teams based here and working to AUSTRAC's framework as it evolves.

Our platform supports sectors such as real estate, legal, and accounting by making compliance clear, manageable, and less stressful. It is continuously updated to align with AUSTRAC requirements and focuses on giving time-poor businesses a credible partner and a straightforward path through complex regulatory demands.

About the roleWe're looking for a customer-focused problem-solver who enjoys being the first friendly voice a client reaches. As a Customer Support Officer, you'll sit at the heart of our Customer Support team, delivering timely, professional support across easyAML's platform and services - handling daily enquiries, troubleshooting, account management, and user education so that time-poor businesses feel confident and well looked after.

This is a front-line role, and you won't be doing it alone. You'll report to our Customer Support Team Lead, who sets the standards, SLAs, and coaching that help you do your best work. When a query needs deeper AML/CTF judgement - complex entity structures, KYB edge cases, or a suspected platform bug - you'll liaise with our AML Systems & Escalations Analyst so clients always get the right answer from the right person.

Day to day you'll collaborate with Sales, Onboarding, and Technical teams to keep the whole client lifecycle seamless.

Please note this role is Perth-based, candidates should consider how comfortable they are commuting to our Perth office. We do have flexible working arrangements.

What you'll do

- Be the first point of contact for client enquiries across phone and email, managing ticketing workflows and keeping accurate, professional interaction records in HubSpot.
- Troubleshoot platform issues,



triage by urgency, and escalate complex AML/CTF, KYC/KYB, or suspected application defects to the AML Systems & Escalations Analyst with clear, well-documented context.
- Help clients get set up and get value — account setup, configuration, and feature education - supporting onboarding alongside the Onboarding Officer and Sales Account Manager.
- Replicate and document client-reported bugs for the Development and Technical teams, and help with client-facing testing and feedback to support platform improvements.
- Build and maintain internal and client-facing knowledge-base articles and training materials, using recurring pain points to keep the shared knowledge base (overseen by the Customer Support Team Lead) accurate and useful.
- Monitor account health, proactively engage clients at risk of disengagement, and flag upsell or expansion opportunities to the Sales Account Manager.
- Work within easyAML's SLAs and quality standards, keep CRM data accurate and up to date, and report recurring issues and trends to the Customer Support Team Lead.

What you'll bringEssential
- Previous experience in a customer service, helpdesk, or client support role (minimum 1 year).
- Completion of Year 12 as a minimum; a certificate, diploma, or degree in business, IT, compliance, or a related field is desirable.
- Strong written and verbal communication, with the ability to explain technical and compliance-related concepts clearly to non-technical audiences.
- Ability to manage and prioritise multiple support tickets and client queries at once without compromising quality.
- Exceptional attention to detail and accurate data entry, with the ability to maintain high-quality records in a CRM environment.
- A natural problem-solver with strong troubleshooting instincts and the confidence to escalate at the right moment.




- An empathetic listener with effective questioning skills who can de-escalate difficult client situations professionally.
- A team player who works well independently and collaboratively, with the drive to follow through without close supervision.

Highly regarded
- Proficiency with CRM and ticketing systems, HubSpot especially.
- Familiarity with AML/CTF compliance obligations in Australia or Recent Zealand, including AUSTRAC guidance and Tranche 2 reform requirements.
- Previous exposure to SaaS platforms in a support or client-success context.
- Exposure to KYC/KYB verification, PEP/sanctions screening, or SMR preparation - a strong base for growth into our Outsourcing Support and specialist compliance tracks.
- Background in conveyancing, real estate, legal, accounting, financial services, or technology.
- TAFE or degree qualification in IT, Business, Law, or Compliance.

Why this roleYou'll be the capable, friendly front line of a company genuinely trying to make compliance less stressful-and you'll be set up to succeed. A supportive Team Lead ahead of you, a specialist Escalations Analyst behind you, and clear pathways to grow into CS Accounts Manager, Outsourcing Support Officer, or specialist compliance roles mean your development is built into the job.

You'll get

- Work on projects you'll be proud of.
- Career development and engagement is a top priority; we want to invest in you!
- Work-life balance - flexibility is in our DNA, don't let work get in the way of life.
- Be empowered to make decisions and bring your ideas; your voice matters.
- Push the boundaries, continuous learning and discovering recent ways of doing things.
- Rub shoulders with thought leaders in the industry and collaborate with a sensational team.
- We create digital products that people love and that matter.
- 4 weeks annual leave.
- Gifted 3 days extra leave between Christmas and New Year.
- Competitive salary.
- Health and wellness activities.

Details
- Location: Perth, WA on-site
- Employment type: Full-time / permanent
- Reports to: Customer Service Team Lead
- Salary: $75-85k + superannuation

easyAML is an equal-opportunity employer. We welcome applications from all backgrounds.

📌 Customer Support Officer (Perth)
🏢 easyAML
📍 Perth