Customer Support Agent

At Prospa, we exist to unleash the potential of small business. We are building the future of small business and simplifying cashflow by building a leading platform that helps customers make payments, fund growth and reduce admin. Join us!

The role

We're looking for a friendly and proactive Customer Support Agent to assist our customers with Business Loans, Lines of Credit, and Business Accounts. In this role, you'll ensure a smooth and seamless experience by answering calls and responding to emails through our CRM system. You'll handle a high volume of inquiries, multitask, and stay organised to ensure both customers and our internal teams are well-supported. Plus, you'll be the go-to escalation point for our offshore support team, helping to resolve more complex issues.

What you'll be doing

• Handle calls and emails (50+ a day) to help customers with Business Loans, Lines of Credit, and Business Accounts.
• Respond to queries about accounts, documents, payments, and troubleshooting, making sure everything’s accurate and within our service level agreements (SLAs).
• Build great relationships with customers, understand their needs, and offer fast, clear solutions to keep them happy.
• Direct customer requests to the right internal teams (like IT or payments) for quick resolution.
• Work closely with internal teams to ensure customer requests are handled smoothly and SLAs are met.
• Be the go-to person for escalating issues from our offshore support team.
• Get involved in ad-hoc project work as needed.

What you'll need to succeed

• Previous customer service experience (phone-based is a big plus).
• Great verbal and written communication skills.
• A professional attitude with a knack for problem-solving.
• Strong attention to detail and solid time management and organisational skills.
• Experience managing internal stakeholders.
• Comfortable with ambiguity and able to adapt to change.
• Always keen to get feedback, learn from mistakes, and stay aware of your strengths, weaknesses, and opportunities for growth.
• Any financial experience is a bonus!

Don't let a confidence gap get in the way of submitting your application.

What we offer:

As a busy grow getter, our benefits are here to help you be unstoppable in your mission. Whether it's a lofty career goal, investing in your family, saving the planet or simply feeling fulfilled:

• Growth: There's something for everyone including learning days, a learning allowance, leadership programs, CliftonStrengths workshops, digital learning, and biannual companywide learning weeks.
• Wellbeing: Think fitness initiatives, seasonal programs (including flu shots, massages, skin checks, wellness classes), additional "Me Days" and access to holistic EAP coaching.
• Lifestyle: Find your fit with flexible working options, top notch office facilities and diverse remote/ travel work options. You can also purchase additional leave and take up to 18 weeks paid parental leave.
• Impact: Join a business that cares and is recertified as carbon neutral. And you can tap into volunteer days, our partnership with Kiva and join a range of employee resource groups.

Why Prospa?

We're proud to be a certified Great Place to Work and recognised as a Best Workplace for Women, Best Workplace in Technology, and Best Workplace in Australia. We embrace diversity in people and ideas, fostering a collaborative, inclusive, and respectful environment where we celebrate who you naturally are.

Don't just take our word for it, check out Prospa’s culture code to see it for yourself.