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 roleWe'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 doingHandle 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 succeedPrevious 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!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.
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