Position Summary:

• The Customer Support Representative provides inbound support for the AU and NZ merchants during AU business hours. The role handles email, phone and web form enquiries across all categories, including transactions, billing, user administration and technical support. It resolves them at L1 and L2 level, and escalates integration enquiries to the Integrations Support team and complex technical issues to L3. The role also makes outbound calls, particularly to follow up failed direct debit payments, and is expected to complete merchant configurations regularly, about once or twice a week, to support the teams responsible for them.
• The role also supports compliance work with Risk, including follow-ups and account administration for the ongoing compliance due diligence project as it rolls out. It is a merchant-facing role that suits someone with payments or fintech support experience and strong process discipline.

 

 

Primary responsibilities:

 

Support Merchants

• Escalate critical incidents in line with processes and procedures.
• Handle inbound AU and NZ support tickets by email, phone and web form across all categories, including transactions, billing, fees and settlements, user administration, hardware and technical support.
• Answer inbound calls on the AU support line, and log each call and its outcome in HubSpot.
• Triage inbound tickets and resolve them at L1 and L2 level where within scope.
• Escalate integration enquiries to the Integrations Support team, and complex technical issues to L3 through Jira GSP tickets.
• Direct sales and commercial enquiries to the right Commercial contact, and route dispute notifications to the disputes process.
• Investigate invoicing discrepancies, and raise unresolved matters with Finance.
• Make outbound calls and send follow-ups to merchants, particularly for failed direct debit payments.
• Maintain response SLAs, and keep ticket status, categories and records accurate in HubSpot.
• Help merchants take advantage of the full value of the products and features.

Compliance and account administration

• Support compliance reviews in collaboration with Risk and Compliance, including suspicious activity documentation and information requests.
• As the ongoing compliance due diligence project rolls out, complete follow-ups with merchants that Risk has invited to provide compliance and credit risk information, and record the outcomes.
• Execute account administration changes as instructed by Risk, such as daily limit changes, suspensions and offboarding.

 

Merchant configuration

• Know how to complete merchant system configuration (Virtual Terminal, Mint Protect and alternative payment methods) using the post-setup checklist, and complete it regularly, about once or twice a week, to support the Activations and Integrations teams, who remain responsible for getting configurations completed.

 

Quality and improvement

• Take part in quality assurance, including call reviews and coaching feedback from the Team Leader.
• Contribute to knowledge base articles and SOPs, and flag recurring merchant issues.

 

Key Tasks:

 

Task	Description
Inbound Ticket Handling	Receive, investigate and resolve AU and NZ support enquiries by email and web form, triaging and escalating where required.
Inbound Calls	Answer calls on the AU support line and record the outcome in HubSpot.
Escalation	Route integration enquiries to Integrations Support, and log Jira GSP tickets for L3 issues.
Compliance Follow-ups	Follow up merchants invited by Risk to provide compliance and credit risk information.
Account Administration	Make daily limit changes, suspensions and offboarding changes as instructed by Risk.
HubSpot Records	Keep tickets, categories and contact history accurate and current.
Knowledge Contribution	Update knowledge base articles and flag recurring issues.
Outbound Calls	Follow up failed direct debit payments and other merchant outreach.
Merchant Configuration	Complete Virtual Terminal, Mint Protect and alternative payment method configuration regularly, about once or twice a week, to support the Activations and Integrations teams.

 

Required Skills and Experience:

 

Essential

• 2 to 4 years of experience in a customer-facing support role, with inbound phone and email support.
• Strong written and spoken English, warm and professional with Australian and New Zealand merchants.
• Experience with HubSpot or an equivalent CRM and ticketing system.
• Attention to detail and process discipline: accurate records, procedures followed, and tickets kept current.
• Ability to work independently, prioritise a high volume of enquiries and escalate appropriately.
• Ability and willingness to work AU business hours.
• Willingness to learn payments and fintech products.
• Comfortable making outbound calls, including firm but constructive conversations about failed payments.
• Ability to learn merchant configuration (Virtual Terminal, Mint Protect and alternative payment methods).

 

Strongly preferred

• Payments or fintech experience, including familiarity with payments platforms and virtual terminals.
• Previous experience working AU hours from the Philippines.
• Experience de-escalating frustrated customers on the phone.

 

Advantageous

• Familiarity with Jira, Splunk or the Stripe portal.
• Understanding of KYC and AML concepts.

 

 

Qualifications and Other Requirements:

• Relevant tertiary education or equivalent job experience.
• NBI Clearance (or equivalent) is required, as the role involves access to sensitive merchant financial data.
• A positive reference from a previous employer is required.

 

 

Success Measures:

 

Performance is assessed across the following indicators at 30, 60 and 90 days.

 

Measure	Target	Review cadence
Support ticket first response SLA	At least 90% of tickets responded to within 2 business hours	Monthly
Ticket resolution time	At least 80% of L1 and L2 tickets resolved within 7 business days	Monthly
HubSpot activity logging	100% of merchant contacts logged the same day	Weekly
Quality assurance	Reviewed calls and tickets meet the agreed quality standard (to be set)	Monthly
Compliance follow-ups	Completed within agreed timeframes once the project starts (to be set)	Monthly
Outbound calls	Outbound calls, including failed direct debit follow-ups, completed within the agreed timeline (to be set)	Monthly

 

 

Work Details:

 

• Location: Makati | Work from Home Until Further Notice
• Shift: Monday to Friday, 6:00am- 3:00pm or 7:00am- 4:00pm (PH Time); depending on business needs

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