About InDebted
InDebted partners with forward‑thinking organisations to offer products and solutions that support consumers as they navigate overdue debt. Powered by technology with a human touch, we use machine learning and AI to tailor the collections experience and promote positive customer interactions — all with the goal of transforming the world of consumer debt for the better.

Originally founded in Australia, we now have a global team of more than 300 people. We are growing quickly across North America, the UK, Europe, Latin America, and the Middle East. We’re a $50m revenue organisation and continue to expand, having recently completed our Series C funding round with support from leading investors like Airtree. It’s an exciting moment to join us as we work to make debt resolution more seamless and more human.

As a Customer Experience Specialist, you will deliver an exceptional experience to customers beginning their journey toward financial wellbeing by resolving overdue accounts. You will communicate with customers through digital channels such as email, SMS, and live chat to answer questions, negotiate payment solutions, and drive strong payment outcomes. You will balance performance goals with outstanding customer care, regulatory compliance, and adherence to internal processes. Success in this role depends on your ability to combine empathy, compliance, process discipline, and results‑driven collection strategies.

If you thrive in a fast‑moving environment, view challenges as opportunities to innovate, are motivated by helping reshape the future of debt recovery, and enjoy contributing to team success while delighting customers, this role is ideal for you.

Duties and Responsibilities:
• Use strong written communication skills to negotiate and engage with customers via email, SMS, and live chat, ensuring a smooth and empathetic experience.
• Apply effective negotiation strategies to secure mutually beneficial outcomes and maintain positive customer relationships.
• Manage inbound customer messages via live chat, email, and SMS, focusing on payment questions and solutions.
• Aim to resolve customer issues at the first point of contact to reduce the need for follow‑ups.
• Assess customer situations to negotiate appropriately and guide them toward positive outcomes.
• Handle high volumes of interactions efficiently, balancing speed, professionalism, and quality.
• Accurately record all communications, commitments, and resolutions for audit and reporting.
• Use collections experience to help customers create sustainable repayment plans that also meet company goals.
• Suggest process or technology improvements based on customer interactions.
• Uphold InDebted’s core values by building trust through clear and supportive communication. Handle difficult conversations with empathy and professionalism.
• Ensure compliance with all relevant laws, regulations, policies, and procedures.
• Support customers on their path to becoming debt‑free by offering tailored solutions informed by their needs.
• Participate in ongoing training to continue developing skills and industry knowledge.
• Consistently meet and exceed key performance metrics, including first‑contact resolution, response times, productivity, collections results, quality scores, and customer satisfaction.

Experience and Skills:
• Proven experience in collections, with the ability to negotiate and handle sensitive financial matters respectfully.
• Strong self‑motivation and resourcefulness, with excellent problem‑solving and critical‑thinking abilities.
• Ability to manage multiple customer conversations at once across digital channels.
• High competency with web‑based systems for communication and documentation.
• Reliability and adaptability to meet evolving business needs.

Our benefits

Adaptive working – We are a remote‑first organisation with office hubs in Australia, the UK, and the US. Hybrid arrangements are set at the team level to support collaboration and flexibility.

Flexible schedules – As a global team working across time zones, we offer flexible hours to help you balance work and life.

Flexible paid leave – Our trust‑based leave model isn’t limited by standard entitlements, allowing you to choose when and how much leave you take while meeting business needs.

Remote work set‑up – We provide a budget of AUD $750 (or local equivalent) to help you create a productive home workspace.

Work from anywhere – You may work from anywhere for up to four months, provided you can maintain at least a four‑hour overlap with your team or leader in your home country.

Gender‑neutral parental leave – All new parents receive 16 weeks of paid leave as part of our global policy.

Benefits packages may differ by region and role. Our talent acquisition team will share details during the hiring process.

At InDebted, we value and celebrate the unique backgrounds, perspectives, and traits each person brings. We believe that diversity enables us to build better products and a stronger organisation. InDebted is an Equal Opportunity Employer.