Customer Support Advisor (Payments)

Location: 100% remote from anywhere in Australia; full Australian working rights required. The role is also based out of the Melbourne office and supports customers in Australia and New Zealand.

Company

Provides vertical software, embedded payments, and AI-powered capabilities for fitness, recreation, education, field services, and other membership-based industries.

What you will do

• Respond to customer phone calls, emails, and chats with polite, prompt, and effective support.
• Resolve first-line account, payment contract, and contractual relationship queries.
• Manage overdue balances and collections in line with relevant policies.
• Identify, track, investigate, and resolve customer queries, escalating complex issues when required.
• Record communications and accurately update internal and external systems.
• Follow defined support and payment negotiation scripts and directions.

Requirements

• Must be legally authorised to work in Australia; visa sponsorship is not available.
• Excellent communication skills across telephone, email, and face-to-face interactions.
• Active listening, patience, empathy, and the ability to build positive working relationships.
• Strong problem-solving and attention-to-detail skills.
• Ability to work in a team and meet service-level agreements.
• Comfort working in a fast-paced environment and willingness to support colleagues when needed.

Culture & Benefits

• Six-month fixed-term contract in the Global Contact Center.
• Training is provided for the role and regional customer interactions.
• Flexible working arrangements, including full remote work from Australia.
• Three additional days off for volunteering and community support.
• Access to mental health support, diversity and inclusion initiatives, and a global mentorship program.
• Values include finding a better way, doing the right thing, communicating directly, winning together, and owning outcomes.

Hiring process

• Submit a resume through the careers portal or an external job board.
• Include the word "moonshot" at the top of the message to the Hiring Manager.
• Applications are reviewed by the recruitment team with human oversight of AI-assisted screening tools.