Customer Operations Agent

Customers are at the heart of everything we do here at Hnry, and we are always on the lookout for motivated customer service superstars who thrive in a fast-paced environment and genuinely love helping people. 🧡

Our Customer Operations team are a vibrant, fun, and highly motivated team who work together to deliver an outstanding experience for our customers, making the lives of self-employed Aussies and Kiwis that bit easier.

The team are responsible for developing customer relationships that promote retention and loyalty, working closely with customers to ensure they are engaged, excited and satisfied with the service they receive, as well as canvassing customers on areas where we could improve all to empower sole traders to feel confident and on top of their financial obligations.

Our Customer Operations function is made up of three squads — Onboarding, Experience, and Tax & Financial Support — all working towards one goal: helping our users never have to think about tax.

🚀Responsibilities

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• Acting as the first point of contact for customers who are new to self-employment, offering clear, empathetic, and reassuring guidance
• Supporting customers through account setup and helping them understand how the different parts of Hnry work
• Onboarding new customers, including AML/KYC checks, ID verification, and guiding them through their first payments
• Conducting proactive account reviews for existing customers to identify issues and opportunities
• Managing queries with empathy and clear communication via phone, email, and web chat
• Guiding customers on income allocation and financial wellbeing
• Providing respectful offboarding experiences when required
• Liaising with government agencies to resolve tax matters on behalf of users
• Preparing and filing accurate tax returns and evaluating expense claims within Hnry’s scope
• Supporting debt resolution, payment reconciliation, and ensuring ongoing compliance
• Promoting self-service and guiding customers to Help Center resources
• Collaborating with internal teams to resolve issues and contribute to continuous improvements

*The responsibilities above reflect the day-to-day across our three squads. If some don’t quite align with your interests, another squad may be the perfect fit for your skills and strengths! 💜

🫵 What we’re looking for:

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• Either hands-on customer service experience, or a university degree that’s given you the skills to help people confidently and clearly
• A self-starter that takes initiative and seeks out ways to make things more efficient
• The ability to thrive in a fast-paced and changing environment
• Strong verbal and written communication skills (good phone manner, spelling, grammar are critical)
• Fantastic interpersonal skills, and in particular a strong empathetic personality
• A high level of attention to detail
• The right to work in New Zealand

Bonus points for the following:

• Previous experience with customer service tools such as Intercom
• Experience working within a financial institution and/or experience being self-employed (freelancing, contracting etc) in any industry/profession
• Experience of working in a fast-paced, agile workplace

🫶🏽 How we work

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• We are a fast-moving, highly collaborative, and motivated team that’s passionate about helping our customers succeed
• Our relentless focus is on delivering clear, empathetic, and seamless experiences that make self-employment simpler and more confident for our users
• We take a data-informed approach to everything we do, using customer insights and account trends to guide our decisions and improve support
• We encourage experimentation, whether that’s finding ways to improve account reviews, or finding better ways to resolve queries
• We invest in our people, providing opportunities to grow your skills and knowledge
• We work hard, we collaborate closely, and we finish on time, no crazy hours!

✨ At Hnry, we operate a policy of pay parity to ensure that all Hnry staff are fairly and equally compensated based on their contributions. You will have a personal development session every 12 weeks, where you'll work with your manager to set goals, track progress and grow in your role.✨