Role Overview & Context

The Commonwealth Bank of Australia (CommBank) is currently seeking applications for the role of Customer Success Specialist, Doshii, x15ventures. As Australia’s leading provider of integrated financial services, CommBank serves more than 17 million customers across retail, business, institutional, and international markets.

Core Responsibilities & Role Scope

In this role at CommBank, key deliverables and operational objectives include:

• Record, triage and respond to support requests across email, phone and chat platforms
• Assist with onboarding venues onto the Doshii platform, including building and mapping menus
• Support merchants connecting POS systems, ordering apps and delivery platforms
• Investigate and troubleshoot operational and connectivity issues across integrated partners
• Coordinate with external technology partners where required to support merchant outcomes
• Respond to and help resolve Level 1 and Level 2 incidents
• Escalate complex technical issues to engineering and product teams where required
• Update and maintain technical documentation and help centre content

Selection Criteria & Candidate Profile

CommBank evaluates candidates against demonstrated capabilities aligned with the requisition scope:

• Comfortable working in a fast-paced environment with changing priorities
• Collaborative mindset and willingness to work cross-functionally with product and engineering teams
• Experience using platforms such as Hubspot is highly regarded
• Passion for hospitality, technology and improving customer experiences
• Curiosity and desire to continuously learn new systems and workflows
• Rotating shifts between 6:30am – 2:30pm, 9:00am – 5:00pm and 12:30pm – 8:30pm
• Monday to Friday plus a rotating weekend roster, with a maximum of 5 days per week
• Flexible hybrid work environment

Key Competencies & Technical Proficiencies

Remuneration, Benefits & Flexibility

• Workplace Flexibility: Hybrid (CommBank guideline: at least 50% in-office connection each month).
• Remuneration Benchmark: AU$100,000 – AU$135,000 package + 11.5% Superannuation. (CommBank professional benchmark.)
• Employee Privileges: Access to employee banking discounts, competitive superannuation, and comprehensive health and wellbeing initiatives.

Important Applicant Information & Support

• Internal Group Candidates: If you are currently employed within the Commonwealth Bank Group (including Bankwest, x15ventures), please apply through Sidekick to submit a valid internal application.
• Accessibility & Adjustments: CommBank provides support for applicants requiring adjustments. Please contact HR Direct on 1800 989 696 if you require assistance.
• Advertising End Date: October 01, 2026 (01/10/2026).

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