Lotus People is thrilled to partner with an exceptional FinTech start-up that is rapidly growing and transforming how businesses and individuals manage their finances.
Customers are at the heart of everything they do here and they're always on the lookout for motivated customer service superstars who thrive in a fast-paced environment and genuinely love helping people.

Their Customer Operations team are a vibrant, fun, and highly motivated team who work together to deliver an outstanding experience for our customers, making the lives of self-employed Aussies and Kiwis that bit easier. The team are responsible for developing customer relationships that promote retention and loyalty, working closely with customers to ensure they are engaged, excited and satisfied with the service they receive, as well as canvassing customers on areas where we could improve all to empower sole traders to feel confident and on top of their financial obligations.

Their Customer Operations function is made up of three squads - Onboarding, Experience, and Tax & Financial Support - all working towards one goal: helping our users never have to think about tax.

Duties

- Acting as the first point of contact for customers who are new to self-employment, offering clear, empathetic, and reassuring guidance
- Supporting customers through account setup and helping them understand how the different parts of the team work
- Onboarding new customers, including AML/KYC checks, ID verification, and guiding them through their first payments
- Conducting proactive account reviews for existing customers to identify issues and opportunities
- Managing queries with empathy and clear communication via phone, email, and web chat




- Guiding customers on income allocation and financial wellbeing
- Providing respectful offboarding experiences when required
- Liaising with government agencies to resolve tax matters on behalf of users
- Preparing and filing accurate tax returns and evaluating expense claims
- Supporting debt resolution, payment reconciliation, and ensuring ongoing compliance

About the Company & Role

Lotus People is thrilled to partner with an exceptional FinTech start-up that is rapidly growing and transforming how businesses and individuals manage their finances.
Customers are at the heart of everything they do here and they're always on the lookout for motivated customer service superstars who thrive in a fast-paced environment and genuinely love helping people.

Their Customer Operations team are a vibrant, fun, and highly motivated team who work together to deliver an outstanding experience for our customers, making the lives of self-employed Aussies and Kiwis that bit easier. The team are responsible for developing customer relationships that promote retention and loyalty, working closely with customers to ensure they are engaged, excited and satisfied with the service they receive, as well as canvassing customers on areas where we could improve all to empower sole traders to feel confident and on top of their financial obligations.





Their Customer Operations function is made up of three squads - Onboarding, Experience, and Tax & Financial Support - all working towards one goal: helping our users never have to think about tax.

Duties

- Acting as the first point of contact for customers who are new to self-employment, offering clear, empathetic, and reassuring guidance
- Supporting customers through account setup and helping them understand how the different parts of the team work
- Onboarding recent customers, including AML/KYC checks, ID verification, and guiding them through their first payments
- Conducting proactive account reviews for existing customers to identify issues and opportunities
- Managing queries with empathy and clear communication via phone, email, and web chat
- Guiding customers on income allocation and financial wellbeing
- Providing respectful offboarding experiences when required
- Liaising with government agencies to resolve tax matters on behalf of users
- Preparing and filing accurate tax returns and evaluating expense claims
- Supporting debt resolution, payment reconciliation, and ensuring ongoing compliance

*The responsibilities above reflect the day-to-day across the teams' three squads. If some don’t quite align with your interests, another squad may be the perfect fit for your skills and strengths

Skills & Experience

- Either hands-on customer service experience, or a university degree that’s given you the skills to help people confidently and clearly
- A self-starter that takes initiative and seeks out ways to make things more efficient
- The ability to thrive in a rapid-paced and changing workplace
- Strong verbal and written communication skills (good phone manner

📌 Customer Operations Agent (Sydney)
🏢 Lotus People
📍 Sydney