Customer Success Representative

About Us 🚀

Bridgit is a leading non-bank lender transforming the way Australians access property finance. Purpose-built to make property transactions faster and easier, we pioneered the Buy Now, Sell Later solution – empowering homeowners to unlock their property equity and move on their terms. With a simple digital application, fast approvals, and flexible loan options, we’re making property finance seamless and stress-free.

We’re now four years old and making huge strides. We have accredited over two-thirds of Australia’s broker network, and launched white label solutions with Australia’s largest aggregators – Connective, Aussie Home Loans, Finsure, and Loan Market Group – and we’re just getting started.

Our momentum has been recognised with awards such as Best Growth Story at the 2025 Fintech Awards, 2025 Finder People’s Choice Award for Lending Innovation, the finalist for Excellence in Lending (Business & Consumer) at the 2025 Finnies, Deloittes tech fast 50 2025 and finally; being recognised as one of LinkedIn’s top 20 Start Up’s in Australia 2025.

The Role

As a Customer Success Representative, you will play a crucial role in shaping how we deliver support to our brokers and customers.

You’ll act as the central hub for communication, handling inbound enquiries, providing proactive updates, resolving issues, and coordinating between internal teams (Relationship Managers, Deskbound BDMs, Field BDMs, Credit Support Officers and Credit Assessors) to ensure nothing falls through the cracks.

Your role will be pivotal in maintaining Bridgit’s reputation for responsiveness and reliability while supporting our internal teams by triaging and escalating queries to the right people.

Key Responsibilities

Customer & Broker Support

• 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
• Support customers and brokers with application submissions, portal troubleshooting, or status updates.
  
  

Issue Management & Escalation

• 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.
  
  

Operational Excellence

• 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.
• Contribute to retention initiatives by spotting opportunities to improve customer experience and broker satisfaction.
  
  

Requirements

Must-have:

• 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).
  
  

Nice-to-have:

• Experience working with brokers or within a lending environment.
• Understanding of basic credit or loan processes.
• Exposure to startup or high-growth environments.
  
  

Why Join Us?

Bridgit values its team, they are the heart of how we build this business. Along with competitive remuneration, slick offices and the chance to be part of an innovative, agile fintech, we also offer:

• 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.
  
  

Ready to Make an Impact?

If you’re excited about reshaping the lending industry and want to be part of a company that values authenticity and innovation, we’d love to chat. Apply now and let’s build the future of finance together! 🚀

---