_{02nd October, 2026}

We’re back with the Biza.io crew, and this time we’re hunting for someone to sit right in the middle of customers, product, engineering and delivery.

Someone who genuinely likes figuring things out.

The kind of person who can have a customer come to them with a problem, resist the temptation to immediately pretend they know the answer, say “I’m not sure yet, but leave it with me” and then go digging until they understand what’s actually happening.

Because that’s a pretty important distinction at Biza.

Their technology sits within much larger customer ecosystems, and when something isn’t behaving as expected, the answer isn’t always sitting neatly inside Biza’s platform. You need to understand the moving parts, work out where ownership actually sits, pull in the right technical humans and keep the customer confidently in the loop while you get there.

It’s part Customer Success. Part technical support. Part delivery. Part detective work.

And if that sounds like your particular flavour of fun, we should probably talk.

A LITTLE ABOUT BIZA…

Biza.io is one of those Aussie tech stories we absolutely love.

Founded in 2017, they’ve gone from bootstrapped start-up to one of Australia’s leading players in Consumer Data Right technology, helping some seriously big organisations securely participate in Australia’s open data ecosystem.

They raised $7.5M in Series A funding in 2022, and today Biza technology powers data-sharing access for more than 18 million Australian consumers across Banking and Energy.

We’ve worked with this crew across plenty of hires now, and what continues to stand out is just how much curiosity is baked into the place. They’re deeply technical, incredibly knowledgeable and operating in a space where there’s always something new to understand.

You don’t need to arrive knowing the Consumer Data Right inside out. In fact, they’re far more interested in finding someone with the curiosity to learn it than someone who can already recite the rulebook.

SO, WHAT’S THE GIG?

This one sits within Biza’s Customer Success function and will become one of the key day-to-day connections between Biza and its customers.

You’ll be handling customer queries and support tickets, keeping a close eye on SLAs and making sure issues are moving towards resolution rather than disappearing into the technical abyss. But this definitely isn’t a traditional front-line application support role.

A big part of becoming good at this job is understanding where Biza fits into each customer’s wider environment.

When something goes wrong, you’ll need to get curious. Is it Biza? Is it something upstream or downstream? Who owns the next step? Does Engineering need to get involved? Is this something the SRE team should be looking at? And, importantly, what does the customer need to know while all of that is being worked through?

You’ll become a bit of a pulse check on the customer base too. You’ll see the patterns in support conversations, notice when the same issue keeps appearing, pick up when a customer isn’t quite as happy as they were three weeks ago and know when something needs to be escalated before it grows legs.

There’s also a meaningful release-management piece. Biza’s customers actively participate in the release process, so when product changes are heading out the door, you’ll work across Product and Engineering to make sure customers understand what’s changing, what they need to do and when they need to do it. 

And because this is Biza in 2026, LLMs and automation are part of the toolkit too. You won’t be hired as an AI engineer, but they do want someone who understands how to use these tools properly -  prompting well, finding opportunities to remove repetitive work and improving the quality and efficiency of customer support. 

YOUR WORLD WILL LOOK A LITTLE LIKE…

• Owning customer support queries from first response through to resolution, making sure customers feel informed rather than having to chase.
• Keeping a close eye on response and resolution SLAs and knowing when an issue needs escalation.
• Working with Biza’s technical teams to investigate problems, understand ownership and get the right people involved.
• Coordinating customer communications around software releases and working closely with Product and Engineering as changes roll out.
• Looking across support interactions for patterns, recurring problems and opportunities to improve the customer experience.
• Turning those insights into useful reporting for the wider Biza crew.
• Keeping knowledge resources useful, current and genuinely usable.
• Finding clever ways to use automation and LLMs to make support faster and better without losing the human bit.
• Generally being one of the people who knows what’s happening across the customer base - and speaking up when something doesn’t quite smell right.

The formal remit spans customer support delivery, SLA performance, insights and reporting, LLM/automation, knowledge management, continuous improvement and release coordination, although the balance will naturally move around depending on what’s happening across Biza and its customers. 

AND YOU?

There isn’t one magical CV that Biza is waiting for here.

You might already be working in Customer Success for a technical SaaS business. Maybe you’ve come through implementation or delivery and discovered you’re particularly good with customers. You could be sitting in technical support today, working closely enough with software engineers that you’ve developed a decent understanding of what’s happening under the hood.

You might even have started life on the engineering side and realised the bit you enjoy most is translating the technical stuff for actual humans.

What matters more is that you’ve worked around software and technical products, you’re comfortable getting into the weeds when something goes wrong and you’re a seriously good communicator.

You don’t need to be the engineer fixing every problem yourself. But you do need enough technical curiosity to follow the trail.

THE GOOD STUFF YOU’LL BRING…

• Experience in a SaaS, software or similarly technical customer environment.
• A strong customer instinct. You care about the experience someone is having, not just whether their ticket technically says “resolved”.
• Confidence working around software development, engineering teams and technical support conversations.
• An understanding of SLAs and why speed, communication and sensible escalation matter.
• Clear, concise communication with customers and internal teams alike.
• The ability to coordinate across Product, Engineering, Delivery and Customer Success without dropping the thread.
• A naturally curious problem-solving style. You’re perfectly comfortable saying you don’t know something yet - because you know how to go find out.
• Some practical experience using LLMs and an understanding of how to prompt them effectively would be a very nice bonus.
• Implementation or software delivery experience would also translate beautifully here.

The formal PD calls for SaaS/technology support experience alongside strong communication, SLA management, automation/LLM capability and release coordination. 

And CDR experience? Nope. Not a dealbreaker.

Biza can teach you the domain. What’s much harder to teach is curiosity, judgement, technical nous and the ability to make a customer feel like they’re in very safe hands.

WHY NOW?

This role is covering parental leave within the Customer Success team, and Biza is keen to get someone through the door with enough time for a proper handover rather than chucking you the keys on day one and wishing you luck.
You’ll have plenty of time alongside the existing team to learn the customers, product, technical environment and all the weird and wonderful nuances that inevitably come with a platform like this.

There’s also strong technical support around you. Customer Success works closely with Delivery, Project Management, Account Management and Engineering, with SRE capability now sitting within the broader team as well.
So while you’ll be expected to own things, you definitely won’t be left alone trying to solve every problem yourself.

If you love customers, enjoy software, get weirdly satisfied by untangling a tricky issue and reckon “I don’t know yet, but I’ll find out” is a perfectly good answer…

This could be a very fun little gig.

Hit APPLY or Fynd us here:

adam@fyndco.com.au
dan@fyndco.com.au

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