Customer Support Specialist - Strategic Accounts
Tyro Payments
Date: 3 days ago
City: Sydney, New South Wales
Contract type: Full time
Why work for Tyro
We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.
Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.
About The Role
At Tyro, we pride ourselves on delivering exceptional customer support—it's what sets us apart. For over 16 years, we've built a strong reputation for flexibility, quality, and customer-first service, supporting businesses across Australia with payments and core banking solutions.
As a Strategic Accounts Specialist, you’ll be at the heart of our business, championing the voice of our customers while collaborating with teams across Engineering, Product Management, Sales, and more. You'll join a high-energy, supportive environment where innovation and teamwork thrive.
We offer a rotating roster within 7am to 7pm Monday to Sunday (usually 1 in 4 weekends), a supportive training program, and the flexibility to work from home once fully trained.
What You'll Do
We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of our people across Australia. Here are just some of the things Tyros tell us they love about working here:
We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.
Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.
About The Role
At Tyro, we pride ourselves on delivering exceptional customer support—it's what sets us apart. For over 16 years, we've built a strong reputation for flexibility, quality, and customer-first service, supporting businesses across Australia with payments and core banking solutions.
As a Strategic Accounts Specialist, you’ll be at the heart of our business, championing the voice of our customers while collaborating with teams across Engineering, Product Management, Sales, and more. You'll join a high-energy, supportive environment where innovation and teamwork thrive.
We offer a rotating roster within 7am to 7pm Monday to Sunday (usually 1 in 4 weekends), a supportive training program, and the flexibility to work from home once fully trained.
What You'll Do
- Solve Technical Challenges – Become an expert for troubleshooting EFTPOS terminals and tech issues, helping businesses keep their operations running smoothly.
- Be the First Line of Support – Answer incoming calls professionally and efficiently, providing top-tier customer service.
- Turn Challenges into Opportunities – Handle customer inquiries with confidence, playing a key role in transforming customers into loyal, long-term users of Tyro solutions.
- Educate & Empower – Help customers understand Tyro’s products and services, ensuring they get the most out of our solutions.
- Accurately Track & Report Interactions – Log and track customer interactions with precision in Salesforce, ensuring that every detail is captured and actionable.
- Collaborate & Innovate – Work closely with your team to share feedback and drive continuous improvement, enhancing both internal processes and the customer experience.
- Expand Your Skill Set & Career – Build your network internally, develop new technical and customer service skills.
- Call Centre Experience (inbound or outbound) – You have experience handling customer inquiries and managing high volumes of support requests.
- Strong Problem-Solving Skills – You love troubleshooting and finding solutions, especially when it comes to technical issues.
- Excellent Time Management – You’re reliable, manage your time efficiently, and stick to your schedules to ensure tasks are completed within set timeframes.
- Clear Communication – You’re great at explaining things clearly, both verbally and in writing, ensuring the customer feels understood and supported.
- Adaptability & Coachability – You’re open to feedback, embrace new challenges, and continuously grow in your role.
We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of our people across Australia. Here are just some of the things Tyros tell us they love about working here:
- A hybrid working policy that truly enables you to live your best life
- Learning and career development opportunities
- 16 weeks paid primary carers leave
- 12 weeks paid secondary carers leave
- Annual team-based volunteer day
- We're a social bunch, we love a weekly team social event, snacks, a selection of craft beer, wine and non-alcoholic beverages, ping pong and video games
- Taco Tuesdays
- Mental health and wellness initiatives
- Personal finance initiatives
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