About Weel

Weel (Previously DiviPay) is Australia’s #1 virtual corporate card and expense management platform.

We’re on a mission to make spend management smarter, simpler, and a little more fun. Our platform gives finance teams real-time visibility and control over company spend - from smart corporate cards to automated accounts payable and effortless expense management - all in one place.

We’re growing fast across Australia (and recently launched in New Zealand), helping thousands of organisations - from purpose driven not-for-profits to ambitious mid-market companies. Along the way, we’re lucky to have partnered with incredible brands like Petbarn, Yo-Chi, OzHarvest, and The Cowboys.

Backed by a successful $20M Series A raise, we’re investing heavily in what matters most: strengthening our product and building a team of exceptionally talented people who are passionate about changing the way businesses manage spend.

Our impact so far:

• ⭐ 4.8/5 rating on the Xero App Store

• 💳 60,000+ active cardholders across Australia (and growing)

• 🏅 Proud supporter of the Australian team at the 2024 Paris Paralympic Games

• 🏆 Best Card Provider of the Year – Finder Awards

• 🚀 Top 10 Tech Innovator – Australian Financial Review

• 🥇 Platform of the Year, Best for Value, Best for Quality – WeMoney Awards

• 💰 $1.5B+ in spend managed, powering finance teams across every industry

The Role

We’re hiring a Head of Customer to unify and centralise all customer-facing functions under a single leader, ensuring a consistent, high-quality experience across every touchpoint - from onboarding and verification through to ongoing support, success, and expansion.

This is a transformational leadership role. You will design the operating model, build scalable systems, elevate team capability, and own the commercial performance of our customer base.

Pillar 1: Customer Success

Objective: Build a scalable retention and growth engine, within a three tier model:

• Tier 1 (High-touch): Dedicated CSMs managing a book of business for high value accounts. QBRs, health scoring, adoption playbooks, churn prevention, and expansion.

• Tier 2 (Scaled): Hybrid human + automation model balancing personalised check-ins with automated workflows.

• Tier 3 (Product Led Growth): Fully automated customer lifecycle - onboarding, activation, retention, and advocacy through product-led motions.

Pillar 2: Customer Support

Objective: Evolve customer support from ticket resolution into a customer experience function that drives satisfaction, adoption, and revenue. Unify three channels into one cohesive operating model:

• AI agent - optimise for accuracy, empathy, and a quality customer experience. 

• Offshore - deepen product expertise, close knowledge gaps, raise quality to parity with onshore

• Onshore - elevate into higher-value, revenue-influencing work (implementation ownership, upsell identification, consultative support). 

Pillar 3: Compliance Operations (KYB/KYC)

Objective: Stand up a dedicated KYB function (onshore + offshore) to own verification workflows end-to-end. This will be for operational execution only, with our CFO retaining the legal/regulatory accountability.

• Reduce KYB as a friction point in customer onboarding

• Standardise processes with clear SLAs, templates, and escalation paths

• Create capacity for our Sales team by eliminating KYB follow-ups

• Identify ops and tech gaps to streamline with Product/Engineering

Success in this role looks like:

• Industry-leading Net Revenue Retention

• Improved CSAT and response times

• Reduced churn

• Faster onboarding activation

• Seamless AI + human CX integration

• KYB processing that is fast, compliant, and frictionless

You might be a great fit if you:

• Have led multi-function customer teams in high-growth SaaS

• Have owned NRR and post-sales revenue targets

• Have scaled AI-enabled or offshore support models

• Thrive in building structure from ambiguity

• Drive collaboration with other business units, namely with Product, Sales and Finance

• Balance commercial sharpness with operational discipline
  
  

Our growing list of Weel perks: 

With the rapid development of agentic coding tools we have invested heavily in experimentation to find what tools work for us. Every individual is provided subscriptions to leading agentic coding agents and is encouraged to try new tools regularly.

🥇Options Package - we feel and act like owners because we are!

🎂Birthday leave and a budget to celebrate you!

🎉 Country-wide team events (and travel budgets for interstate employees)

👶 We offer a progressive parental leave policy

🥳 Quarterly budgets for team bonding

🧘🏻‍♀️Wellness leave (no need to throw a “sickie” - your mental well-being is just as important as your physical health)

🪴Study leave, a professional training budget and limitless career-growth opportunities 

❤️‍🩹 Access to our Uprise Employee Assistance Program 

🐶 Pet-friendly offices 

🌞 Summer Fridays

We're a hybrid workplace, offering a 3/2 split between the office and home!

We're better together 

At Weel, we’re committed to fostering a genuinely inclusive and equitable workplace that promotes and values diversity: a place where everyone can bring their authentic, whole selves to work. 

We celebrate uniqueness and diversity of experiences because we know that bringing together different points of view is our strength. 

If you don't think you meet all the requirements of the role, we would still love to hear from you!