About Mint Payments

Mint Payments is a leading Australian fintech focused on solving complex payment problems in industries underserved by traditional providers. Specialising in providing end-to-end payment solutions for the travel industry, Mint enables customers to collect and send funds via a unified platform, offering services such as card acquiring, real-time bank transfers, virtual cards, and fraud mitigation solutions.

Join Mint and be part of a high-growth organisation that thrives on innovation and agility, where you’ll contribute to our leadership as a market-leading travel-focused fintech across Australia and New Zealand. You’ll help drive our international vision as we expand into the United Kingdom and new markets, all while collaborating within a collegiate, team-oriented culture that values genuine connections and mutual support. In this dynamic and personable environment, your ideas will be heard, your achievements celebrated, and your career path defined by real opportunity.

The Role

The role of a Level 3 Customer Support Officer is to ensure that we provide our customers with a first-class customer experience throughout their journey with Mint Payments. The Customer Support team will work closely with Sales and Onboarding to ensure we are providing a smooth and efficient onboarding, product fulfilment, and end-user training experience. This will also include building relationships with our merchants to ensure they continue to transact actively each month.

Key Responsibilities:

Manages the Support Pipeline along with other support specialists and records all required data and customer interactions within HubSpot

Manages escalated account reconciliation queries

Following the support processes, participates in troubleshooting and provides educational and technical assistance to Mint merchants and other stakeholders through emails and phone.

Maintains data integrity within Mint CRM software.

Participates in integration planning and set-ups, especially in the onboarding stage of new customers

Acts as a first point of escalation for complex issues before escalating to the Head of Customer Success or the development team

Conduct proactive check-ins with other support members to make sure all tickets are managed on time

Work closely with the Head of Customer Success to relay customer feedback and suggest improvements to product and dev teams

Maintain strong relationships with merchants to ensure their continued satisfaction and loyalty to Mint Payments.

Adhere to PCI compliance requirements at all times.

What We’re Looking For:

Experience in troubleshooting payment errors, technical integrations and APIs is essential

1–2 years of experience in Customer Support, Onboarding, or Account Management

Background in Payment solutions, SaaS or tech platforms such as Hubspot, Splunk and JIRA highly regarded

Sales experience or mindset is a plus

Experience in IT support and understanding of financial systems is essential

Background in finance/accounting highly desirable

Strong communication, presentation, and interpersonal skills

Tech-savvy and willing to be trained on new tools and systems

Experience with ECommerce platforms and Payment solutions integrations highly regarded

Self-starter with a proactive approach to customer engagement

Why Join Mint?

Competitive Package: Market-competitive compensation and professional development opportunities that recognise your contributions.

Collaborative Hands-On Culture: An environment where diverse perspectives are valued, cross-functional teamwork in a dynamic work environment is the norm, and every voice has impact.

Supportive Leadership: Learn from experienced leaders who prioritise open communication, clear goals, and ongoing feedback to help you succeed.

Purpose-Driven Mission: Contribute to a travel-focused fintech dedicated to solving real-world problems – helping businesses operate more smoothly, securely, and efficiently.

Mint is an equal opportunity employer and values diversity.
If you apply for a role, please note that we need to collect certain information from you. This is set out in the following link: https://www.mintpayments.com/policies/privacy/candidates-contractors