About Finstro

Finstro has been helping businesses solve B2B trade finance challenges since 2012, facilitating over $1 billion in Trade Payments globally.

We provide a complete cashflow management platform that helps businesses pay suppliers, get paid, and access flexible credit solutions to support their growth.

If you're energetic, ambitious and looking to build your career with a fast-growing FinTech, we'd love to hear from you.

About the Role

We are looking for a Senior Customer Support Specialist to join our Customer team.

You will be the go-to person for complex customer enquiries, escalations and operational issues, helping customers get timely and effective solutions.

Working closely with teams including Credit, Risk, Product, Technology, Finance and Sales, you'll investigate issues, coordinate solutions and help improve the overall customer experience.

You'll also play an important role in process improvement, knowledge sharing, coaching and supporting new products and initiatives.

What You'll Do

• Handle and resolve complex customer enquiries, complaints and escalations.

• Manage customer cases from start to finish, keeping customers informed throughout.

• Investigate payment, transaction, facility and account-related issues.

• Support complex customer servicing and non-standard requests.

• Work with internal teams to resolve customer and operational issues.

• Troubleshoot system, process and operational problems.

• Identify root causes and recommend practical solutions.

• Ensure customer requests are handled accurately and in line with company policies and regulatory requirements.

• Maintain accurate customer and case records in Salesforce and other systems.

• Identify recurring issues and suggest improvements to processes, systems and customer experiences.

• Contribute to knowledge articles, procedures and support documentation.

• Participate in UAT and operational readiness activities for new products and system enhancements.

• Share knowledge and provide guidance to other team members.

• Assist with onboarding and coaching new team members.

• Support the Customer Success Lead with operational and continuous improvement initiatives.

What We're Looking For

• 3–5 years' experience in customer support, customer operations or contact centre environments.

• Experience supporting customers with complex products or services.

• Experience in lending, payments, banking or FinTech is highly desirable.

• Experience handling complex enquiries, complaints and escalations.

• Experience supporting Australian customers.

• Experience using CRM or case management systems.

• Strong problem-solving, investigation and analytical skills.

• Excellent written and verbal English communication skills.

• Confidence handling difficult customer conversations.

• Strong attention to detail and organisational skills.

• Ability to manage competing priorities and work effectively across teams.

• Sound judgement and a strong focus on accuracy and customer outcomes.

• A continuous improvement mindset.

Nice to Have

• Salesforce experience.

• Knowledge of payment systems or business lending.

• Experience with process improvement initiatives.

• Understanding of AML/KYC, privacy and customer authentication requirements.

What Success Looks Like

You'll be successful in this role by:

• Delivering positive customer outcomes and strong CSAT results.

• Meeting service levels and case management targets.

• Resolving complex enquiries efficiently and accurately.

• Maintaining high-quality case records and documentation.

• Successfully managing complaints and escalations.

• Contributing to process, system and customer experience improvements.

• Sharing knowledge and helping develop the wider Customer team.