Customer Suppport Representative

Customer Suppport Representative Join a scaling Fintech business that's changing how firms across the globe access financial data. Help our Australian clients get the most out of their data from day one! Apply now to join the team. Apply Now! We usually respond within a week About Validis We’re a team of passionate, data-driven people on a mission to help the accounting and financial services industries move faster with better data. Our platform is built to extract and standardise accounting data, making it easy for audit firms and financial institutions to securely connect to their customers’ accounting packages. Validis is a B2B SaaS company with operations in the UK, US, and Australia. Our clients include the Big Four, global banks, and national firms who use Validis to streamline data collection. Validis has experienced significant growth since its inception and to support this, we are looking to expand our teams across a number of strategic areas. At Validis, we focus on the interconnected concepts of diversity & inclusion. We’re building a place where people can be themselves, contribute openly, and embrace the integrity of their own ideas. We value different perspectives, equitable opportunities, and a respectful, collaborative culture - because diverse teams build better products and deliver better outcomes for our clients. We believe in unbelievable talent and provide and integrated workplace where you can excel. About the role We’re looking for an experienced Customer Support Representative to join our Australian team on a fully remote basis, working in the AEST time zone. This is a client-facing, technically engaged role at the heart of our customer support function. You’ll work closely with our UK and US teams to ensure our Australian clients receive consistent, high-quality support — and that their end-users are set up for success from day one. You’ll play a key role in onboarding new clients, resolving technical issues, and contributing to the continuous improvement of our support processes. This is a role for someone who is proactive, commercially aware, and genuinely invested in getting things right for the customer. Key responsibilities of the Customer Support Rep: Client Support Act as the primary point of contact for Australian clients, handling support queries across phone, email, and Zendesk Manage a queue of support requests, keeping clients informed at every stage and resolving issues within agreed SLAs Triage and escalate technical issues to second-line support via Jira, with clear documentation and context Troubleshoot bugs and product issues, working collaboratively with engineering and product teams to reach resolution Client Onboarding & Training Deliver end-client onboarding sessions to help clients and their end-users successfully connect and share data Support clients through their initial setup, proactively resolving blockers that could delay their first successful data share Deliver training to clients on product features, best practices, and self-service tools Contribute to onboarding playbooks and process improvements as the function scales Documentation & Reporting Maintain and improve knowledge base content, FAQs, and help documentation to ensure accuracy and coverage of common issues Contribute to the development of AI-assisted onboarding tools by identifying recurring queries and gaps in self-service content Maintain internal environments, keeping installed software current with recent releases Maintain accurate records of all support interactions in Zendesk Contribute to SLA and CSAT reporting, helping to surface trends and flag risks Support ad hoc product testing and quality assurance as required Assist with internal reporting to support operational visibility About You 1-3 years in a customer support, technical support or client-facing role (SaaS or Fintech desirable) Experience supporting clients through onboarding or implementation processes Familiarity with accounting software (e.g. Xero, MYOB, QuickBooks) or financial data is a significant advantage Strong problem-solving skills in technical environments. You can diagnose issues methodically and explain them clearly Excellent written and verbal communication, with a client-first approach Good understanding of data privacy principles and experience working with regulated or sensitive data Highly organised, with the ability to manage multiple open cases and competing priorities without dropping the ball Proactive and self-motivated Technology requirements Essential Zendesk or equivalent ticketing software Jira or equivalent issue-tracking tool Microsoft Office suite, with a strong working knowledge of Excel Desirable SQL Server — ability to run basic queries to support troubleshooting Experience with Microsoft ClickOnce or similar deployment tools Exposure to AI-assisted support tools or chatbot platforms Department Customer Support & Operations Role Customer Support Representative Locations Validis - Australia Remote status Fully Remote Yearly salary AUD65,000 - AUD75,000 Employment type Full-time