Job Description

Robert Walters has partnered with Edstart - a growing education fintech company, who is on the lookout for their next Customer Success superstar!

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As a Customer Success Associate, you will have full autonomy for getting the best outcomes for current and prospective customers. You will manage the inbound enquiry channels, follow-up on applications in-progress and also support existing customers. If you are someone who is compassionate, a great team player (and commercially minded!) and thrives on interactions.

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A bit about Edstart:

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Edstart is a quick-growing Australian fintech and financial services company helping schools and families make education costs more sustainable and flexible through innovative funding and payment solutions.

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Founded by a passionate team of education and finance specialists, Edstart has grown significantly and continues to expand, with a strong focus on delivering a great experience for both customers and schools.

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Your day to day duties & responsibilities?

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- Build strong, friendly customer relationships to ensure long-term satisfaction
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- Provide friendly front-line support via live chat, email and phone in a timely manner
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- Work with customers from initial enquiry all the way through to funding education fees
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- Resolve problems and explain the best solutions to solve customer enquiries and follow up to ensure a positive resolution
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- Maintain an in-depth understanding of the product and deliver it to customers in simple and easy to understand terminology
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- Follow up on and manage customer payments with a flexible and friendly approach
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- Liaise with other teams to continuously improve the service and product offerings
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- Work closely with the credit and operations team to provide the best outcome for each customer
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Your skillset and experience?

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- Experience in finance, payments, or education sectors
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- Exposure to regulated consumer credit environment
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- Basic knowledge or ability to understand interest and payment calculations
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- Exceptional verbal and written communication skills
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- Be compassionate and patient in engaging with current and potential customers
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- Experience in a similar support or customer-facing role
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- A passion for providing exceptional customer service
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- Ability to work cooperatively and collaboratively with a number of different teams across the business
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- Ability to maintain calm under pressure
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- Willingness to learn
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- Strong attention to detail
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- Have an understanding of the need for client confidentiality
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- Motivated self-starter who can juggle multiple responsibilities and large volumes
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Benefits & culture?

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- Diverse, inclusive and genuinely wholesome culture
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- The chance to work with a group of talented, highly motivated colleagues
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- Modern, relaxed and collaborative office environment
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- Flexible work arrangement - 2 days WFH after successful completion of probationary period
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- Office located in Surry Hills, close to public transport
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- The opportunity to see your impact on a growing business as well as the customer
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- Dog friendly office + free breakfast a few days a week, conferences and other team initiatives
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Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

📌 Customer Success Associate (New South Wales)
🏢 Edstart
📍 New South Wales