Customer Care Analyst

Remote
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Background:  

Did you know that the biggest contributor to the Australian economy is small to medium businesses?  Australia’s 2 million SMEs employ over half the country’s workforce, account for a third of the GDP, and are the lifeblood of communities around the country.

We all know an Aussie business owner. It could be your partner, your mother, brother, or the person you buy your morning coffee from. People start a business to be their own boss, pursue their passion and to showcase their skills. But the reality is very different…It’s long days, sleepless nights, non-existent weekends and endless financial admin.

For every sale, there is an invoice to fill, a staff member to pay and an expense to be reconciled.  In fact, small businesses spend over 6 hours a week on financial admin. This equates to a staggering 42 days of wasted productivity every year.

About Thriday:  

Thriday is a revolutionary new product that combines everything a business needs into one seamless and automated solution.   We have created a product that is the fastest way for small businesses to manage their banking, accounting and tax obligations.

Thriday acts like a CFO in your pocket, taking care of everything a business needs.  Using the data and insights from a Thriday transaction account and debit card, Thrive offers intelligent value-adds like expense tracking, invoicing, tax forecasting, payroll and more. These tools help win back time for busy business owners, but more importantly, it allows them to plan for the future with real confidence.

These valuable features are made possible by our blank-sheet technical stack, which leverages AI & ML fed by a real-time stream of data from the core business transaction account. No legacy systems, no antiquated technology - just a fresh new approach.

And that's where you come in. We're searching for a world-class Test Lead that shares in our vision to help businesses thrive every day and has the hunger to build a new type of financial management app from the ground up.

About you:

  • You have a natural passion for helping others and caring with others with genuine authenticity is your special gift
  • Sharing a moment of kindness between two people makes your day better: whether that be a passing smile or helping a neighbour in need
  • You have the patience of a Saint and treat people from all walks of life with the same respect and care that they deserve
  • You believe that no question or issue is too difficult to help, and any problem can be solved with creativity and empathy
  • Providing an individual and unique customer service experience is your mantra when it comes to your work
  • You are cool as a cucumber when it comes to difficult conversations and pride yourself on coming to a positive resolution with every customer
  • You would take pride in making sure every ticket, every chat conversation and every phone call is resolved at the end of a work day.

The role:

We’re looking for a warm and enthusiastic Customer Care Analyst who would love to help Thriday customers get the most out of using the product. In this role, you will be reporting into our Community Manager, and you will act as a product expert, communicating with customers through phone, live chat and email to help them with any questions or support they need.

In addition, you will be required to conduct research to improve productivity and customer satisfaction, and promptly following up with customer requests. Recording these ‘lessons learned’ from your interactions with customers will help us generate new feature ideas that will positively impact the current and future operations of the company.

Thriday is extremely customer focused, so in this role you will need strong customer service and communication skills, and previous experience in sales, marketing, or customer service is welcome.

Key responsibilities include:

  • Be attentive and respond to customers inquiries with accuracy and empathy
  • Always address customers in a professional, courteous and respectful manner
  • Take ownership of customer issues in order to follow-up and resolve issues quickly and effectively
  • Identify, prioritise and implement initiatives to improve customer care
  • Conduct regular research and analysis to capture common customer issues and record them
  • Identify appropriate solutions and clarifications to customer issues and socialise with the product team
  • Support the creation of proactive content and materials to support customers
  • Track performance and ensure you meet quality and volume standards
  • Maintain history records and related problem documentations for future reference
  • Conduct training to customers and internal staffs on company products and services
  • Analyse customer issues so as to develop tools and processes to increase customer satisfaction
  • Be a product expert and evangelist by maintaining up-to-date knowledge of products and services.

Our values:

Driven by purpose  

Helping businesses succeed is why we show up every day. We invest time into understanding what matters most in accomplishing our purpose, and use data to make sound decisions and determine the best course of action.

Committed to action

By setting clear goals we act with focus, determination, resilience and ownership to deliver our commitments. We keep moving forward in pursuit of the best outcomes and willingly take on worthwhile challenges.

Embrace ingenuity  

We have the desire and autonomy to seek new ideas, try new things and take calculated risks that contribute to our customer’s success. We have ambition in our heart and always consider the possibilities, because what is good today won't be good enough for tomorrow.

Continuous growth  

Our enthusiasm to constantly learn, build knowledge and improve what we do means we can achieve anything. We grow together by tracking our performance, sharing constructive feedback, collectively adopting a growth mindset and see our mistakes as an opportunity to learn and grow. If we thrive so will our customers.

In trust we thrive  

We empower each other and our partners to perform with confidence and creativity, believing those who are closest to the decision will make the best decisions.  We are always honest and transparent and expect the same in return and genuinely recognise the efforts and achievements of others. Trust bonds us together.

Time to get on our radar 📡

Thank you for applying! We'll be in touch soon.
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