Customer Service Officer

Green Light Escrow is a very small fintech company (around 2–10 staff) offering an escrow platform for tradies and homeowners, so a “Customer Service” role there would usually blend support, onboarding, and a bit of account management. They do not publish a standard customer service job description publicly, but you can infer likely duties from how their product works and general customer service standards.

Likely main responsibilities

Answer phone, email, and in‑app enquiries from tradies and homeowners about how to use the escrow platform (creating jobs, deposits, milestones, and releases).
Guide new users step‑by‑step through setting up their first job, including explaining fees, trust account use, and when funds are released.
Troubleshoot common issues (login problems, incorrect job details, bank details updates, failed payments, confusion about approvals).
Monitor active jobs and milestones, following up with both parties if approvals or documents are missing so payments can be released on time.​
Escalate complex disputes or complaints (for example, when a client does not approve work) to founders or senior staff, capturing all details clearly.
Keep accurate notes in whatever CRM or internal system they use so the small team can see full history for each user.
Likely skills and experience required

Strong written and verbal communication, able to explain financial processes in simple language to both tradies and homeowners.
Customer service experience in financial services, construction, SaaS, or a call‑centre/office support environment.
Good attention to detail and basic numeracy to check amounts, milestones, and fees correctly.​
Confidence using web apps, possibly live chat tools, and standard office software.
Calm, patient manner when dealing with people who are stressed about money or disputes.
Typical performance expectations

High customer satisfaction (friendly, fast, accurate responses).
Low error rate in setting up or updating jobs and payment instructions.
Timely handling of tickets or calls within agreed response times.
Positive feedback from tradies and homeowners about how easy the service is to use.
Job Types: Full-time, Part-time, Permanent, Apprenticeship / Traineeship

Pay: $27.00 – $35.00 per hour

Benefits:

Child care assistance
Company car
Employee discount
Employee mentoring program
Employee stock purchase plan
Extended annual leave
Free drinks
Free food
Gym membership
Health insurance
Housing allowance
Life insurance
Paid volunteer leave
Professional development assistance
Profit sharing
Referral program
Relocation assistance
Travel reimbursement
Unlimited annual leave
Visa sponsorship
Vision insurance
Work Location: In person