Customer Support Specialist

About Weel

Weel (Previously Divipay) is Australia's leading spend management solution, providing software to help businesses streamline and control company-wide spending.

As we work towards becoming the epicentre for how every business manages and spends money, we keep our colleagues and customers at the forefront of every decision. We believe in a culture of collective accountability, where every team member's contribution is valued as the key to our success.

We've hit some major milestones, including a successful $20m Series A raise. Our funding is being put to good use, helping us to grow and strengthen our product offering, and most importantly, invest in a team of exceptionally talented people.

A number of notable highlights and accolades we're proud to include:

-Joining forces with payment providers, Visa and Nium, to bring even more value to our customers.

-The successful launch of our sophisticated new brand that positions us for future growth beyond Australia

-Listed on the Australian Financial Review - Most Innovative Companies

-Winning 'Partnership of the Year' alongside Slyp at the 2022 Finnies

-Shortlisted in the Best Small Business App category for the Xero Australia FY23 Awards

-Welcomed over 1,000 attendees at our inaugural Virtual CFO Summit in 2022.

It's hard to put into words what makes our culture at Weel so special. But one thing's for sure - we'll always give you the space to explore your passions and have some fun along the way.

Your impact

The Customer Support team at Weel is committed to delivering exceptional experiences to  our customers. You will advocate for their needs, provide technical support and account management, often working in close collaboration with our Engineering, Product and Customer Success teams to achieve this. 

This role offers a great place to kickstart a career in tech, diving into a supportive environment in the heart of start-up culture.

With ongoing support and mentorship, you’ll deepen your product knowledge and gain valuable insights from some of the most innovative minds in Fintech. 

A day in the life…

-Become an expert in Weel's product features and benefits.

-Quickly and effectively address a high volume of customer inquiries through multiple support channels (email, live chat, screen sharing, etc.) with precision and speed.

-Tackle account issues and complex software problems with ease.

-Respond to customer-reported issues and system alerts in real-time with professionalism, ensuring every issue is tracked and resolved.

-Think ahead and identify new ways to improve the product, troubleshoot bugs, and uncover opportunities to boost the customer experience.

-Brainstorm innovative solutions using best practices to help clients reach their goals and get the most out of our platform.

-Stay cool and collected in a fast-paced environment, providing top-notch customer service even in tough situations.

-Partner with our Product & Engineering teams to drive stability, and operational success, create helpful knowledge base articles, and foster a culture of efficiency.

-Personalise your responses to customer requests with compelling language and a genuine touch.

-Most importantly, play a part in Weel's mission to provide the best customer experience in the Spend Management space. 

Skills we'd love for you to bring along

-Show off your skills as a wordsmith! Strong written and verbal communication skills are a must-have.

-Problem-solver extraordinaire! We're looking for critical-thinking wizards who can tackle any challenge that comes their way.

-You’re always ready for action! Bring your energy and passion to a dynamic work environment. Customer-centric and empathetic, you're always putting their needs first.

-Patience is a virtue, and you've got it in spades.

-Tech-savvy and familiar with software systems, you're always one step ahead.

-Process improvement! You've got an eye for finding ways to make things better.

Bonus Points if you've got an understanding of accounting principles and technology i.e. Xero, MYOB, Quickbooks

Our growing list of Weel perks: 

🥇Options package - we feel and act like owners because we are!

🎂Birthday leave and a budget to celebrate you!

🎉 Country-wide team events (and travel budgets for interstate employees)

👶 A progressive parental leave policy

🥳 Quarterly budgets for team bonding

🧘🏻‍♀️Wellness leave (no need to throw a “sickie” – your mental well-being is just as important as your physical health)

🪴Study leave and limitless career-growth opportunities

❤️‍🩹 Access to our Uprise Employee Assistance Program 

🐶 Pet-friendly offices 

🌞 Summer Fridays

We love our private space within WeWork, right in the heart of the city. With bottomless mugs of free coffee, puppy picnics and regular recreational activities, there's something for everyone. We're a hybrid workplace with flexibility to promote a healthy work-life balance.

We love our face to face time and operate in a hybrid environment, with 3 days a week based in our central Sydney CBD office. With bottomless mugs of free coffee, puppy picnics and regular recreational events, there’s something for everyone. We're a hybrid workplace with flexibility to promote a healthy work-life balance. 

We're better together 

At Weel, we’re committed to fostering an inclusive and equitable workplace that promotes and values diversity: a place where everyone can bring their authentic, whole selves to work.  

We celebrate uniqueness and diversity of experiences because we know that bringing together different points of views is our strength.  

Our values are: (1) bias towards action; (2) relentlessly exceeding customer expectations; (3) collective accountability; and (4) speed through simplification.

If you don't think you meet all the requirements of the role, but align with our values, we would still love to hear from you!