About Us

ProSpend is a leading Australian spend management platform helping mid-market organisations gain greater visibility and control over company expenditure.

Trusted by more than 1,000 organisations across Australia and New Zealand, ProSpend combines expense management, accounts payable automation, virtual cards, supplier management and financial controls in a single platform. It helps finance teams make proactive financial decisions while improving employee productivity.

As our customer base continues to grow, we’re looking for a Support Consultant to join our Support team in Sydney.

The Opportunity

We’re looking for an experienced Support Consultant to be the first point of contact for ProSpend customers who need help with our platform.

Our customers are finance teams, so you’ll work every day with expenses, invoices, purchase orders and approval workflows. Beyond resolving issues, you’ll guide customers on how to get the most out of ProSpend. You’ll also act as the link between our customers and our Product team, making sure the customer’s voice shapes our roadmap.

What you will do?

Your role is built on four areas.

1. Resolve: fix issues quickly and accurately

• Receive, triage and prioritise incoming tickets according to our SLA framework
• Resolve support issues, including configuration, reporting, user permissions and workflow troubleshooting
• Troubleshoot integrations between ProSpend and customers’ accounting and ERP systems, such as Xero, MYOB, SAP and Microsoft Dynamics Business Central
• Investigate issues using data queries, logs and API responses to identify the root cause
• Escalate complex issues with full context, reproduction steps and initial findings
• Log all interactions and resolution steps accurately in our ticketing platform

2. Guide: help customers get the most from ProSpend

• Answer how-to questions clearly and help customers use the platform with confidence
• Provide guidance and best practice on how to set up and use ProSpend to suit their finance processes
• Recognise when a question reveals a broader process need, and recommend the right approach
• Create and update knowledge base articles based on recurring questions

3. Voice of the Customer: shape our product

• Act as the link between our customers and our Product team
• Create enhancement requests on behalf of customers, with clear context on their business need
• Share product ideas and customer insights regularly so our roadmap reflects what customers expect
• Document and report product defects and incidents in a structured way for our Product and DevOps teams

4. Customer Experience: make every interaction count

Every support interaction shapes how customers feel about ProSpend. You’ll respond with empathy and clarity, keep customers informed throughout, and follow up until each issue is fully resolved. By delivering timely, high-quality support, you’ll play a direct role in customer satisfaction and retention.

What We’re Looking For

• 3-5 years’ experience in B2B SaaS support, ideally in a fintech or finance software environment
• A solid understanding of financial processes and terminology, including expenses, invoices, purchase orders and accounts payable
• Hands-on experience with a support ticketing system, with HubSpot Service Hub or Jira highly regarded
• Experience consistently meeting SLAs for response and resolution times
• Experience troubleshooting system integrations, with a good understanding of how data flows between platforms
• Working knowledge of SQL to query data and investigate issues
• Exposure to APIs, including reading API requests and responses as well as tools
• Excellent written communication, with the ability to explain technical and financial topics clearly
• Experience raising enhancement requests or working with Product teams to represent customer needs
• A curious, problem-solving mindset that looks for the root cause, not just the symptom
• The ability to learn new systems and processes quickly
• A proactive, self-starting approach, with comfort in a fast-paced, high-volume environment where priorities can shift

Experience with accounting systems such as Xero, MYOB, SAP or Microsoft Dynamics Business Central is highly regarded.

Why Join Us?

This role suits someone who enjoys solving problems, guiding customers and working with finance teams, with a direct impact on customer satisfaction, retention and the direction of our product.

ProSpend is in an exciting growth phase, and we’re continually reviewing and refining how we work so our processes scale with the business. This isn’t a role where every week looks the same. You’ll be expected to take initiative, adapt to change and identify opportunities to improve how our Support function operates as we grow. You’ll also have a clear career pathway within our Support team. If you enjoy learning, improving and owning outcomes, you’ll thrive here.

Interested? Apply through LinkedIn or contact us to learn more.