At Swyftx, we’re not just building a fintech scaleup - we’re helping shape the future of Australia’s digital currency industry and its integration with traditional finance. With over one million users and a global presence, we operate in a fast-paced, ever-evolving environment where adaptability and strategic thinking are essential.
As a Customer Support Officer at Swyftx, you’ll play a pivotal role in delivering exceptional customer experiences across every stage of the customer journey. Through proactive engagement across phone and live chat channels, you’ll support our customers with professionalism, empathy and efficiency while helping us create an industry-leading support experience.
Please note this is a Brisbane based role, and we have hybrid working, with two days per week in our beautiful Milton office.
Some of your key responsibilities in this role will include: - Deliver exceptional customer support across Swyftx’s omnichannel platforms, including phone, live chat and email, ensuring positive customer outcomes.
- Proactively engage with customers through outbound calling activities, including KYC calls, onboarding support and customer outreach initiatives.
- Build strong rapport with customers while troubleshooting enquiries, identifying solutions and aiming for first point of contact resolution wherever possible.
- Support onboarding and verification processes by assisting customers with KYC and compliance requirements.
- Accurately document customer interactions, enquiries and outcomes within CRM systems and internal platforms.
- Gather customer feedback and identify opportunities to continuously improve the customer experience across our products and services.
To be successful you will have: - Previous experience in a customer service or customer support environment, ideally within fintech, finance or cryptocurrency.
- Strong phone-based customer service experience with confidence handling high volumes of customer interactions across phone, email and live chat channels.
- Excellent verbal and written communication skills, with the ability to quickly build rapport and deliver positive customer experiences.
- Strong problem-solving skills with the ability to troubleshoot issues, think critically and remain calm under pressure in a fast-paced environment.
- High attention to detail, confidence working across multiple systems and technologies, and the ability to work effectively towards KPI’s and performance targets.
- A positive, proactive and customer-centric approach to work, with strong teamwork and collaboration skills.
Some of our perks and benefits include: - Hybrid working, with two days per week from our beautiful Milton office.
- Unlimited fee-free trading.
- Career growth and formal leadership training programs.
- Social activities, game breaks and recognition awards.
- An inhouse barista and fully stocked kitchen.
- Weekly catered lunches on a Wednesday.
At Swyftx, we believe great teams are built on diverse perspectives, experiences and ideas. We’re committed to creating an inclusive environment where people feel supported, valued and empowered to do their best work.
If you are driven by excellence, a deep commitment to integrity, and an unwavering drive to make an impact, then click ‘apply now’.
We have an internal Talent Acquisition function, and therefore are not accepting approaches from recruitment agencies.