Customer Success Representative

Job Description

ByteFederal Australia is looking for a talented, personable Customer Success professional to become the primary voice of our business.

This is a full time, in-office inbound/outbound role: you'll resolve what comes to you and proactively reach out to keep customers supported, informed, and satisfied as well as assist our team in core administrative tasks. 

It's a unique opportunity to be a foundational customer-centric individual in a fast-growing corner of the Australian fintech and Web3 sector.

About Us

ByteFederal Australia (BFA) is a leading fintech innovator transforming how consumers buy, invest, and transact in the digital asset economy. Operating as Australia's emerging Digital Asset Financial Services Group, BFA Group spans an integrated ecosystem covering crypto infrastructure and payments, private digital asset investment advisory and real-world asset tokenisation.

The Role — Inbound

•     Answer incoming calls from digital asset infrastructure customers — transaction queries, troubleshooting, general support

•     Support ByteConnect merchants with payment terminal and gateway queries

•     Take and resolve customer requirements where possible

•     Guide customers through KYC/onboarding steps by phone

The Role — Inbound (Digital) & Outbound

•     Monitor and respond to live chat and the general customer service inbox in real time

•     Triage every enquiry — resolve directly or escalate appropriately; log all interactions in the CRM/ticketing system

•     Proactive follow-up, courtesy/satisfaction

•     Follow-up on onboarding relating to customer acquisitions

•     Administrative support across our group

Administration & Reporting

•     Maintain CRM/record hygiene for customers and merchants

•     Draft routine customer correspondence and manage shared inboxes

•     Provide scheduling support and handle customer-related documentation

•     Prepare light-touch weekly/monthly reporting on call and enquiry volumes and response times

Required Skills & Experience

•     Strong written and verbal communication — calm, clear, and patient with non-technical customers

•     Confidence handling both inbound and proactive outbound calls

•     Ability to troubleshoot and support customers through technical client-side and kiosk issues

•     Working knowledge of onboarding/KYC/escalation processes, or a demonstrated ability to learn a regulated process quickly

•     Solid general administrative skills: scheduling, CRM data entry, document handling, email management

•     Comfort operating with ambiguity in a fast-moving small business environment

•     Basic financial/customer-service literacy

Preferred Qualifications

•     Prior customer support experience in fintech, banking, telco, or another regulated/transaction-heavy industry

•     Familiarity with digital asset/Web3 fundamentals

•     Experience with a CRM (Zendesk, Freshdesk, HubSpot, or similar)

•     Direct prior exposure to KYC/AML processes or compliance-adjacent customer service

What We Offer

•     A genuinely foundational customer-facing role in a fast-growing Australian fintech business

•     Direct exposure across digital asset infrastructure operations, merchant support, and compliance-adjacent work

•     A small, close-knit team where your input and judgment are valued from day one

How to Apply

Recommend LinkedIn Easy Apply with resume required.

Alternatively, direct applicants to info@bytefederal.com.au if you prefer email-based applications.