Customer Success Agent

Customer Success Agent

We believe that businesses of all sizes deserve better financial and payment products and services. Traditionally, businesses of all sizes are let down by slow applications, protracted onboarding, opaque pricing, restrictive contracts and forced to use outdated solutions that no longer meet the innovative requirements of modern business.

We started our journey four years ago, and have since helped tens of thousands of Australian businesses reduce the complexity and time taken to take and make payments, manage complex fleets of payment hardware, store and save money and lead the conversation in business-to-business fintech. We're now taking our next steps in expanding our industry and world leading capabilities into the United Kingdom.

Our company is backed by leading global VCs, and brings together experienced payment and tech industry professionals who are aiming to redefine business banking and the way businesses get paid by their customers.

If you are passionate, curious, hungry and seeking an opportunity to make your mark on Fintech in the United Kingdom, with the strength of a global team behind you - we'd love to talk to you. This is a unique opportunity to shape, direct and build better financial services for all UK businesses.

Role Description

Zeller is searching for a Customer Success Agent to join our team. In this pivotal role, you'll be an integral part of our support team, serving as the direct voice of our UK customers. This hands-on, strategic position is ideal for individuals dedicated to providing an exceptional customer experience, operational excellence, and a deep understanding of the financial services sector. You'll work directly with our merchants—from butchers and baristas to retailers and restaurateurs—to resolve issues, answer questions, and ensure they have the best possible experience with Zeller. You are a natural problem-solver with a passion for helping others. You'll thrive on the fast pace of a growing fintech company, and your ability to communicate clearly and empathetically will be key to building long-lasting relationships. We're committed to giving you the resources and support you need to do incredible things and grow your career with us.

Responsibilities

• Deliver responsive, accurate, and empathetic support to customers across phone, email, social and SMS channels.
• Handle account, transaction, and product enquiries in line with compliance and company procedures.
• Escalate complex or sensitive cases to the Senior Support/Lead when required.
• Accurately document all interactions in the support system (tickets, tags and follow-up actions).
• Adhere to FCA, GDPR, and internal data security standards.
• Meet defined KPIs (e.g. response times, resolution times, quality benchmarks).
• Proactively identify and flag recurring issues, gaps, or customer pain points.
• Collaborate with peers, Leads, and other teams (e.g. Sales, Product, Risk) to resolve customer cases.
• Contribute to knowledge base updates and process improvements by sharing frontline insights.
• Participate in training, calibration, and QA sessions to maintain high standards of service.
• Maintain professionalism and empathy under pressure, ensuring a positive customer experience.
• Provide customer support during standard business hours as part of a collaborative 24/7 team.

Skills, Knowledge and Experience

• 2+ years previous experience in customer support, call centre, or financial services preferred.
• Strong written and verbal communication skills; ability to explain complex matters simply.
• Confident handling inbound and outbound customer contact across multiple channels.
• Ability to work with support tools / CRMs (e.g. HubSpot, AWS, or similar).
• Comfortable working with processes involving payments, accounts, and financial products.
• High attention to detail and accuracy in data entry and case handling.
• Problem-solving mindset with ability to stay calm and empathetic in challenging interactions.
• Team player who collaborates well but can also work independently.
• Knowledge of FCA-regulated environments, fraud prevention, and KYC/AML is an advantage (but not essential).

Like the rest of the team, you'll benefit from an opportunity to shape and build the future of Zeller from the ground up in the UK, a competitive salary package, including equity from an early stage; a balanced, progressive, and supportive work environment; endless learning and development opportunities; excellent parental leave and other leave entitlements; being part of a fast-growing and ambitious scale-up.

At Zeller, we celebrate diverse perspectives and experiences, and strongly encourage people of all backgrounds and identities to apply to join our team. We want you to be able to show up at your best during the recruitment process. Please, let us know if you require any accommodations during your interview process with us.