Provide first-line support across Flare products via Zendesk, email and phone. Triage, troubleshoot and resolve issues, document reproduction steps, escalate to Product/Engineering, investigate orders and fraud, maintain Help Centre content and runbooks, and collaborate with Relationship Managers and Sales to improve customer experience.
Flare is a leading provider of advanced benefits and onboarding solutions designed for the modern workplace. Backed by MYOB and serving over one million employees nationally, we're a fast-growing, diverse team of 100+ employees on a mission to make the world of work better, easier, and more beneficial for everyone.
The Opportunity
As a Customer Support Analyst you’ll:
- Provide first line support across Flare products and apps, supporting employee and employers via Zendesk, email and phone.
- Triage, troubleshoot, and resolve issues ranging in complexity; document clear reproduction steps; and escalate where needed to Product and Engineering.
- Support customers through promotions eligibility, run order investigations and fraud triage in collaboration with internal teams and external vendors.
- Maintain and improve Help Centre content, automations, and internal runbooks so customers can self serve more and wait less.
- Partner with Relationship Managers and Sales to close the loop with employers and partners; report insights and champion customer driven improvements with Product and Engineering.
Success Looks Like
- Consistently strong SLA performance for first response and resolution across our support channels.
- Clear, empathetic communication and high CSAT/effort scores.
- Reliable documentation, identify escalations, and quality improvements in help content.
- Finding and fixing root causes of recurring issues in collaboration with Product/Engineering.
About You
- Experience in customer support or advocacy (SaaS, fintech, HR/Payroll/benefits, or ecommerce experience a plus).
- Proficiency with modern support and CRM tools (e.g., Zendesk, Salesforce) preferred
- Strong troubleshooting, critical thinking and communication skills
- Experience handling regulated or sensitive requests (privacy, identity, or payment/benefits scenarios) and following process in complaint or incident situations preferred
Our Culture & Benefits
Our values have stood the test of time. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.
🎥 See what it's like to work at MYOB and what we're all about.
🟣Enjoy a flexible, hybrid workplace that brings balance to how you work, all of our centrally located offices come together for a number of in-person celebrations and social events
🟣Set up your home office with a little financial help from us, and take advantage of great corporate discounts and vouchers from top retailers
🟣Benefit from our partnership with Sonder, which supports the wellbeing of our team members
🟣Unlock your potential via in-house training and programs, LinkedIn Learning, conferences and study assistance
🟣Access to a variety of leave options available to support your wellbeing, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave, study leave, and more
🟣Join our communities, built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution
At MYOB, we’re all about embracing difference and backing people to be their true selves. We’re proud to be an equal opportunity employer and big believers that the best hires don’t just fit our culture — they add to it. That means bringing your unique contributions, lived experiences, and fresh perspective to the table.
Love the sound of MYOB and this role but don’t tick every single box in this ad? Apply anyway! Studies show that women and underrepresented groups often hold back if they don’t meet every requirement — but we want to hear from you.
We’re proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.
MYOB Sydney, New South Wales, AUS Office
45 Clarence St, Sydney, New South Wales, Australia, 2000
Similar Jobs
Artificial Intelligence • Fintech • Payments • Business Intelligence • Financial Services • Generative AI
Lead and mentor a team of product designers to deliver end-to-end UX across desktop, mobile web and app. Own strategic design projects, advance the design system, collaborate with PMs and engineers, and navigate ambiguous, multi-disciplinary product contexts to achieve product-market fit.
Artificial Intelligence • Fintech • Payments • Business Intelligence • Financial Services • Generative AI
Lead cross-functional design of global fintech products: define problems, map flows, prototype interactions, drive launches, mentor designers, and manage stakeholders to set vision and strategy.
Artificial Intelligence • Fintech • Payments • Business Intelligence • Financial Services • Generative AI
Lead sourcing, negotiating, implementing and managing bank and financial partnerships across APAC to expand product capabilities and enable market launches. Act as bridge between partners and internal stakeholders, drive strategic initiatives, support M&A due diligence for regulatory licenses, and collaborate on new market development.
What you need to know about the Sydney Tech Scene
From opera to comedy shows, the Sydney Opera House hosts more than 1,600 performances a year, yet its entertainment sector isn't the only one taking center stage. The city's tech sector has earned a reputation as one of the fastest-growing in the region. More specifically, its IT sector stands out as the country's third-largest, growing at twice the rate of overall employment in the past decade as businesses continue to digitize their operations to stay competitive.
