Customer Experience Specialist

Serving ANNA Money UK customers

About ANNA Money

ANNA Money is a fintech startup that provides a digital business account and accounting software for small businesses. We’re on a mission to make running a business feel lighter - with products that combine smart money tools and genuinely helpful human support.

We are looking for a Customer Experience Specialist to join our team. As a Customer Experience Specialist, you will be responsible for providing top-notch service and support to our customers, ensuring an exceptional experience at every interaction. You will play a crucial role in building strong relationships with our customers and helping them succeed with their financial management needs.

The role

We’re looking for a Customer Experience Specialist (internally known as a Customer Success Manager) based in Sydney to support our UK customer base. This is not a “pass-it-on” support role. You’ll be trusted to resolve complex customer issues end-to-end, often independently and sometimes as the only person handling a case at that moment.

You’ll be a broad, knowledgeable problem-solver who can move between onboarding, payments support, retention, business admin tools, and complaints with confidence. You’ll also act as a strong advocate for customer success - spotting patterns, suggesting improvements, and helping shape how support works over time.

What you’ll do

• Be the first point of contact for customer queries and deliver prompt, clear, and human support via phone, email, and live chat.
• Resolve issues at the first point of contact wherever possible - owning cases from start to finish rather than escalating to another queue.
• Handle more complex and high-context scenarios with independence and sound judgement.
• Maintain high quality, high case ownership paired with strong CSAT.
• Handle impromptu customer call requests and keep call quality at an excellent standard.

• Investigate and resolve customer payment issues using internal tools.

• Support customer onboarding and perform basic risk assessments using internal tools.

• Retain customers in chat or via phone without defaulting to escalation.

• Develop a comprehensive understanding of our business admin software (apps and web portal) to resolve XLS, VAT, Payroll and other business admin related queries.
• Investigate root causes, resolve the issue directly with the customer, and work to turn the experience around.

• Escalate to relevant teams only when truly appropriate, while staying responsible for the customer outcome.
• Collaborate with cross-functional teams to improve processes and customer outcomes.

• Spot recurring issues, propose changes, and help test new ways of working.
• Share insights from UK customer trends to help make the product and support experience better.
• Build relationships with customers and create an exceptional experience by understanding their goals and challenges, and providing tailored support

Requirements

What we’re looking for

• 2+ years’ experience in customer service/support, ideally in fintech, banking, accounting, or SaaS.
• Confident, calm communicator - over the phone, live chat and email.
• Excellent written English and the ability to explain complex topics simply.
• Strong problem-solving skills and comfort handling ambiguity.
• Detail-oriented, reliable, and able to manage multiple cases without losing quality.
• Fast and capable with technology and support tools.
• Runs well independently: you’re comfortable prioritising your own queue, making decisions, and owning outcomes, even when working solo.
• Enjoys being part of a flat, self-managed team culture.
  

Working pattern & location

• Based in Sydney, Australia (supporting ANNA Money UK customers) with 3 days in our Sydney office and 2 days remote. 
• Contracted hours: 38 hours per week (7.5 hours shifts)
• Working hours: Typical working hours fall between 7am and 10pm AEST/AEDT. Hours may vary and exact daily start and finish times will be confirmed in advance.
  

You may occasionally need to align with UK operating needs; flexibility and reliability matter.

Benefits

What you get from us:

• 25 days annual leave + Bank Holidays.
• Recharge and reenergise with our 'Take A Break' budget of $2,000 per year
• Enhance your skills or learn something new with our annual Continuous Learning budget of $2,000 per year
• Perkbox access for fitness, rewards, and mental health support.
• A collaborative, flat structure where you can genuinely influence how things work.
• Regular team socials and a culture that values curiosity, initiative, and ownership.