Operations Support

Who is Karta?

We’re an early stage, Aussie-born, global fintech disruptor focused on opening a world of possibilities for businesses seeking simple, seamless, all-in-one payments. What does this mean? We take the complexity out of gift cards, providing new ways to connect merchants and consumers.

Our start-up is well funded, and as we scale, we are bringing together a collective of like-minded people. Our platform is scalable globally and bolstered by a multi-year strategic partnership with Mastercard. Recognising the opportunity, CommBank formed a new strategic partnership with Karta in October 2021. With ground-breaking technology that simplifies gift cards for consumers and businesses, as we increase our customer and client base, we are looking to build out our Operations team.

Working in the Operations team, you will coordinate and execute on a variety of implementation, technical and customer service management activities, ensuring the best service is delivered to our clients and customers.
What you will lead:
• Managing workflows, acting as a contact point between internal teams, customers & clients to achieve timely completion of work orders.
• Follow established policies, procedures and workflows outlined for successful outcomes.
• Handle a high volume of inbound customer service queries, as well as outbound follow ups using our brand aligned tone of voice.
• Manage all requests in a timely manner within established SLAs and project timelines.
• Proactively identify and respond to client & customer needs, seeking clarification and working with the team to provide solutions to solve queries swiftly.
• Embrace change and continually provide feedback on process improvement.
• Keep procedure documentation up to date as we refine our processes to drive faster delivery of service to market.
• Stay informed of system functionality and ongoing enhancements, and their effects on both internal and external workflows to tailor support responses.
• Identify when repetitive tasks or trends in support tickets may require development changes and work with the operations team to communicate the voice of the customer.
• Communicating escalations in line with the complaints management framework to ensure regulatory compliance.
• Ability to meet personal/team qualitative and quantitative targets.
• Frequently attending training and inhouse seminars/webinars to continually improve knowledge and performance.
• Contributing to a happy, healthy and safe work environment.
• Being an advocate. For ‘Karta’, and for ‘Special’, for our people and for our values

What you can demonstrate:
• Responsibilities and workload on any given day will be different and the person successful in this role must be able to assess tasks and appropriately prioritise to meet the business direction and needs. Some days may be more customer service focused whilst others more operational.
• Strong communication skills – you are an active listener, show empathy and are articulate.
• Highly effective cross-functional working style, problem-solving aptitude and the ability to build strong relationships & networks.
• You are driven, when working autonomous or collaborating with others.
• A proven track record in customer experience or a similar operational support role.
• A passion for continually delivering and improving the customer and client experience.
• The ability to provide service that is responsive to different customer and client needs.
• The ability to meet agreed deadlines and targets under pressure.
• You are a high achiever with a track record for hitting the benchmarks.
• Resilience, you find ways to overcome challenges and high-pressure situations.
• Ability to thrive in a fast paced, ever-changing environment.
• Strong customer & compliance focus with attention to detail both verbally and written.
• The ability to work across multiple locations and time zones as we scale.
• You enjoy sharing customer insights, or interesting learnings.

Your qualifications:
• Previous working experience in a customer support, administation, implementation or technical support role, or similar environment.
• Proven experience working in a fast-moving Company or fintech start up.
• E-commerce, retail, financial services or payments experience is highly regarded.

About you:
• You inspire those around you with your positive mindset
• You have a contagious energy, and engaging style
• You can multi-task, prioritize, and manage time effectively
• You are a structured thinker, able to bring clarity of thought
• You are comfortable with ambiguity whilst working in an evolving environment
• You are perceptive and enjoy the ‘hustle’ required to get things done.
• You take accountability, living up to your commitments
• You know it’s not just what you deliver, it is how – you do things the right way, every time

For the first 3 months you will:
• Enjoy your onboarding experience and become familiar with our strategic vision.
• Build positive relationships, with your peers and the broader team, making the time to understand our tech stack and our ways of working.
• Managing customer service self-sufficiently and delivering on existing customer servicing requirements, with support on technical issues where required.
• Understand our projects roadmap, where we are in the journey, and what we need to do, to keep delivering innovation that disrupts the market.
• Gain an understanding the prepaid, gift card & rewards market and learn our products.
• You are making a difference to a customer – maybe even making their day!
• Delivering successful workflows and change requests, and executing more efficient processes, the team knows what to expect and have integrated your working style and approach.

For the following 3 months and onwards:
• There has been team success and celebrations in line with the achievement of our Company strategy and our milestone plans.
• Ability to manage workload autonomously.
• Identify opportunities for improvements to processes and client/customer experiences.
• Become efficient in BAU tasks and documentation as the business scales.
• Establish reporting functions to support forecasting and data analysis.
• Confident in communicating your ideas and achievements to the wider business.
• Contribute to developing the longer-term customer servicing strategy, refining processes for customer servicing across all key channels.
• Help to design the operations infrastructure to support continuous improvement and changing scope.

Why is working with Karta so special?

We are a growing team, with customer and technology at the heart of all that we do. We are a welcoming and friendly bunch, on the cusp of something pretty special! Inspired by the journey ahead and our supportive leadership team, we are all in. We are building our Company culture together to ensure we can achieve our goals and have fun along the way. We are a true start up, figuring everything out as we go, making progress as we face the usual growing pains. We are excited about our products, the tech stack, and our suit free, open mike no ‘bs’ work style and approach. We are a truly flexible organisation, with the option of remote or hybrid work styles that reflect your role and your personal circumstances.

Diverse Perspectives:

We know that innovation thrives where diverse points of view come together to solve hard problems in ways that are just now possible. As such, we explicitly seek people that bring diverse life experiences, diverse educational backgrounds, diverse cultures, and diverse work experiences. Please be prepared to share with us how your perspective will bring something unique and valuable to our team.