Customer Operations Specialist

Hnry is a does-it-all financial assistant who makes life less stressful for the self-employed. We have quickly grown into one of Australasia's largest specialist accountancies with a team of 100 (and counting) who serve tens of thousands of sole traders across Australia and New Zealand, and the UK. We offer a full digital accounting service for contractors, freelancers, and sole traders that handles… well, everything.

We are continuing to grow and we're looking for great humans to join us as we do it. Customers are at the heart of everything we do here at Hnry, and we are on the lookout for a motivated customer service superstar who thrives in a fast-paced environment and genuinely loves 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 people 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 UK based Customer Operations team wear multiple hats and adapt to our customer needs.

They are small (but growing) and work towards one goal: helping our users never have to think about tax . Responsibilities:
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, , 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

What we’re looking for:

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 the UK Bonus points for the following:
Previous experience with customer service tools such as Intercom Formal qualification in Compliance Experience working within a financial institution, bank, or regulatory environment (e.g. bank branch or customer-facing banking roles) Experience being self-employed (freelancing, contracting etc) in any industry/profession

Experience of working in a fast-paced, agile workplace How we work:
We are a fast-moving, highly collaborative, and motivated team that’s passionate about helping our customers succeed We have a hybrid set up with 2 days at home and 3 anchor days in the office Our relentless focus…