Act as the first line of support for incoming broker and customer queries via phone, chat, or email.
Deliver exceptional service, ensuring timely and accurate responses.
Proactively follow up on open queries until resolution.
Educate brokers and customers on the Bridgit loan process, documentation, and next steps.
Identify the nature of each enquiry and escalate appropriately to the relevant internal stakeholder.
Track and manage all escalations to ensure accountability and timely closure.
Keep brokers and customers regularly informed of progress until resolution.
Maintain detailed records of customer and broker interactions in our systems.
Identify recurring issues or process gaps and collaborate with Sales Operations to improve workflows.
Provide feedback and insights to leadership on common customer pain points or service trends.

1–2 years of experience in customer service, loan processing, or broker support (preferably in financial services or fintech).
Strong communication skills — both written and verbal.
Highly organised and able to manage multiple enquiries simultaneously.
Comfortable working cross-functionally across sales, credit, and operations teams.
Tech-savvy, with experience using CRMs (HubSpot experience a bonus).
Experience working with brokers or within a lending environment.
Understanding of basic credit or loan processes.
Exposure to startup or high-growth environments.

Extra Leave – we offer birthday leave + an additional day of paid leave to be used for life events, celebrations or just a mental health reset.
Two weeks from anywhere – we encourage employees to work remotely from a location of their choice for two weeks each year.
Learning and Development – all employees are encouraged and empowered to engage in professional development including a number of learning initiatives run internally.
Social events – we have a jam-packed social scene, with events throughout the year.

Customer Success Representative

Key skills