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.
