Job description

Job Title: Customer Success (Service) Associate

Your Role:

Responsible for the day-to-day support of our customers to ensure that they are able to fully benefit from the power of the company’s suite of tools and services.
This position will be responsible for delivering outstanding customer service to the company’s customers who operate outside of standard business hours.
You will be a part of a small and passionate team, and be nimble and driven to deliver a better experience for Australian businesses.
You will need to be empathetic to business pain points, understand the perspective of the customer, and be comfortable communicating across multiple channels which include phone and email.
Your day-to-day engagement with our customers will be across technical support and general inquiry resolution.
You will work alongside an Australian based team, and be responsible for a seamless transition in operations and customer service.
You’ll also help identify customer trends, needs and preferences to ensure that these are considered with our Product teams to build relevant features and products.

What You Need:

(Non-negotiables)

With strong knowledge about FinTech in a call center environment. Ideally, someone who's had experience in a more senior role.
Supporting out-of-hours, day to day engagement with the company's customer base via phone, and email, covering Technical support; ranging from hardware and software support to account configuration and management
Escalations between operational functions such as the Risk and Compliance teams, and Finance Operations
Internal support to other Customer Success Team members to help resolve issues quickly for customers
Becoming the subject matter expert and establishing the function’s center of excellence for product usage and support knowledge
Hardware fulfilment handling and supply chain support
Shift hand over to enable seamless support of the company's customers
Escalation of urgent / priority cases on shore during out-of-hours operations

Job Title: Workforce Scheduler

Your Role: 2. Forecasting and Planning: 3. Shift Allocation: 4. Handling Requests: 5. Compliance and Policies: 6. Communication: 7. Monitoring and Adjusting: 8. Optimizing Resources: What you Need: Preferred Skills:

Creating Schedules:
Develop work schedules that meet business needs while considering employee availability, skill sets, and labor laws.
Balance workloads and shift coverage to ensure optimal staffing levels.
Use historical data and business trends to predict staffing needs during busy or slow periods.
Plan for seasonal demands, holidays, or special events that may require additional staff.
Assign shifts to employees based on qualifications, seniority, and preferences while avoiding conflicts.
Ensure fair and equitable distribution of hours among employees.
Manage time-off requests, shift swaps, and schedule changes while maintaining adequate coverage.
Address last-minute absenteeism or emergencies by finding replacements quickly.
Ensure schedules comply with labor laws (e.g., overtime, breaks, rest periods).
Adhere to organizational policies, union agreements, or other regulations.
Communicate schedules to employees in a timely and clear manner.
Act as a liaison between management and staff to resolve scheduling conflicts or concerns.
Monitor employee attendance and punctuality.
Adjust schedules dynamically based on real-time business needs or unforeseen circumstances.
Analyze and minimize overtime costs by effectively managing resources.
Use data-driven insights to improve scheduling efficiency and productivity.
Experience with workforce management software (e.g., Kronos, Deputy, When I Work) to automate and optimize scheduling.
Use spreadsheets or databases for manual or custom scheduling tasks.
Strong organizational and multitasking skills.
Proficiency in workforce management systems and software.
Problem-solving and critical thinking abilities.