Customer Operations Manager, Truyu

Please note this is a 6 -month role.

Introducing Truyu

We are a digital protection tool created by x15ventures, CommBank's corporate venture scaler. Our mission is to empower every Australian to be in control of their identity and reduce the financial, emotional and social impacts of fraud.

When an identity check occurs in your name, Truyu will alert you a majority** of the time. Our current coverage extends to over 60% of all ID checks conducted at merchants across Australia. In the event of identity misuse, Truyu provides helpful links and remediation prompts to understand how you may re-secure your information as efficiently as possible and avoid additional harm or loss.

We will also alert you if your email addresses have been exposed in a data breach and provide proactive guidance to enhance your online security.

x15ventures is wholly owned by CommBank so your identity and personal details are in good hands. All data is encrypted and stored safely in accordance with our Privacy Policy

Where would you fit in?

At Truyu, we’re looking for a Customer Operations Manager who’s not just comfortable wearing many hats—but thrives on it. In this role, you’ll take full ownership of all customer communications while leading the day-to-day operations of the business. As a key player in a small, fast-moving team, you’ll need to be ready to roll up your sleeves and get involved in whatever needs doing—from solving customer issues to streamlining internal processes. If you’re resourceful, proactive, and excited by the idea of building something from the ground up, we’d love to hear from you.

Key Responsibilities

• Lead day-to-day operations for Truyu, overseeing all customer communications
• Ensure all customer enquiries are responded to quickly and drive continuous uplift to the customer experience.
• Work closely with product and engineering colleagues to address customer queries
• Collaborate with cross-functional teams including marketing, product, and compliance to support Truyu’s strategic goals
• Support in delivery of internal communications, reporting and administrative tasks
• Driving operational improvement and leveraging technology and automation to streamline and scale.
• Supporting with ad-hoc administration tasks as required

Key Skills and Experience

• Proven experience or strong interest in operations management, preferably in fintech, digital ventures, or startup environments.
• Experience in delivering exceptional customer service, both on the phone and written communications.
• Strong organisational and communication skills, with the ability to manage multiple priorities.
• Familiarity with customer experience tools (e.g. HubSpot).
• A proactive mindset with a passion for innovation and continuous improvement.
• Comfortable working in a fast-paced, ambiguous environment.
• Strong stakeholder engagement and relationship management skills.
• Passion for leveraging AI tools to drive efficiency and productivity.

Why You’ll Love It Here:

• This is an exciting opportunity to make a huge impact by delighting customers, streamlining operations and scaling Truyu.
• We offer flexible work options to support your well-being and life stuff.
• We celebrate an authentic team culture and promote collaboration, innovation, and general mucking in.
• You can choose your own adventure with access to communities of practice and development opportunities where you can learn from and grow with others.
• We have a beautiful base at South Eveleigh - a state-of-the-art precinct that’s part of Sydney’s wider technology community.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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