Customer Service Specialist

About us 

At OnTheMonee we are changing the way hospitality staff get tipped and appreciated. We provide a purpose-built platform designed to eliminate the admin headaches of spreadsheets, cash envelopes, and bank runs. Instead, it offers a seamless, digital experience that’s fast, secure, and incredibly efficient. OTM integrates directly with time-and-attendance software, allowing venues to calculate and distribute tips in just minutes. Whether it’s daily, weekly, or monthly, employees receive their tips instantly via a digital wallet on their phones – just like cash, but safer and smarter.  

Backed by leading technology and driven by a mission to support the people behind the service, we’re growing fast across Australia. 

We are looking for a Customer Experience Specialist who will help us elevate our support operations and deliver next-level experiences for our growing community of venues and cardholders. 

About the Role 

The candidate will be the go-to person for everything related to customer support and CX automation, providing timely, empathetic, and effective support to our hospitality clients and cardholders. 

The candidate will also take ownership of our Zendesk platform—bringing fresh ideas on how to automate and streamline support operations using triggers, be analytical, proactive, and not afraid to take initiative.  

This is more than just a support role. It’s about creating a scalable customer experience engine that helps a fast-growing fintech thrive. 

Key Responsibilities 

• Be the first line of contact for cardholder and venue enquiries—responding promptly and professionally via email, live chat, and phone. 
• Own and manage Zendesk, including building automations, maintaining knowledge bases, setting up triggers and workflows, and creating dashboards. 
• Troubleshoot and resolve payment and card-related issues with a customer-first mindset. 
• Continuously identify opportunities to improve the customer journey and reduce friction. 
• Work cross-functionally with Product, Sales, and Implementation teams to provide feedback, flag issues, and inform platform improvements. 
• Analyse support trends and suggest CX improvements and product feedback loops 

About you: 

• Proven experience in a customer support, customer experience, or fintech operations role. 
• Deep working knowledge of Zendesk (or similar CRM/CX platforms). Experience on building automations, macros, reporting tools, and workflows. 
• Previous experience in financial services, payments, or digital wallets/cards is highly desirable. 
• A genuine interest in fintech innovation and how technology can improve customer outcomes. 
• Excellent written and verbal communication skills. 
• Strong organisational and time management skills. 

Why Work With Us? 

• 🧠 Grow with Purpose: Work on a meaningful product that’s making real change in hospitality. 
• 🛠️ Own Your Tools: Be the Zendesk guru—implement new ideas and watch them come to life. 
• 🧑‍💻 Flexible Work Culture: We believe great work can happen anywhere. Friendly, no BS culture built on collaboration and respect. 
• 💬 Voice Matters: You'll have direct input into our processes, tools, and customer experience strategies. 
• 🚀 Start-Up Energy, Solid Foundation: Enjoy the agility of a startup with the stability of a growing, funded company.