Posted 6 days ago
Description
Overview
Customer Support Specialist at Spaceship. You will join a small team focused on delivering excellent customer experience across all Spaceship products including superannuation, managed investments (Spaceship Voyager) and US Investing services.
Key responsibilities
- Act as our customers' primary point of contact, giving customers an internal voice and being our external ear
- Provide comprehensive support across all Spaceship products including superannuation, managed investments, and US Investing services
- Handle account management queries, product information requests, and technical support issues
- Manage incoming customer enquiries via email, chat and phone
- Handle customer feedback, complaints and general enquiries with expertise and care
- Nurture relationships that will lead to long-term customer advocates
- Collaborate with internal teams to improve products and processes based on customer insights
What we are looking for
Essential requirements
- 2-3 years of experience in B2C customer support, customer success, or similar customer-facing roles
- Experience with customer support systems such as CRMs and online chat platforms
- Strong understanding of financial services and investment products
- Experience in fintech, banking, or financial services is highly preferred
- RG146 accreditation is advantageous (we can support the right candidate in obtaining this)
- Full working rights in Australia
You will thrive in this position if you are
- Excited by our mission and hungry for a challenge
- Passionate about forward-thinking fintech products and investment platforms
- Empathetic, patient and able to understand complex problems from different viewpoints
- Able to demonstrate initiative and persistence in solving customer problems
- Constantly iterating to find the best solutions for our members
- An exceptional communicator who thrives in a collaborative environment
- Inquisitive with a strong aptitude for continuous learning
- Detail-oriented with strong compliance awareness
This role will be based in our Sydney office. Candidates must have full working rights in Australia.
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