Customer Service Specialist

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About Superhero

Superhero is an award-winning Australian superannuation platform and online broker built for the new generation of investors. Our mission is to make investing affordable, accessible and understandable for everyone.

About Superhero

Superhero is an award-winning Australian superannuation platform and online broker built for the new generation of investors. Our mission is to make investing affordable, accessible and understandable for everyone.

Recognised as one of LinkedIn Australia's Top Startups in 2022, Money Magazine's Best of the Best Online Share Broker Award in 2022, 2023 and 2024, and Canstar's Online Share Trading - Most Satisfied Customer Award in 2023, we've secured over $50m in funding and have more than $1 billion in assets under management.

Today, we're proudly helping over 400,000 investors and superannuation members reimagine their financial future and feel confident about their wealth-building journey.

We're looking for sharp, collaborative minds to support our mission of democratising investing

About The Role

We are seeking a highly motivated, experienced and well-spoken Customer Service Specialist to join our team. The title for this role is Superannuation Support Specialist.

The successful candidate will be a specialist point of contact for superannuation members, responsible for handling a range of customer inquiries, providing information on superannuation and insurance products and services, and assisting customers with their account and transactional needs. In addition to superannuation, you will eventually have training and exposure to our share trading services.

You will also build strong relationships with key stakeholders across the business to proactively drive member experience, and provide real-time feedback about customer needs.

Key Responsibilities

• Engage with customers via phone, email, or other communication channels
• Engage with customers with interest and empathy, communicating effectively to identify needs and resolve any concerns in a seamless customer/member experience, including the appropriate handling of customers in vulnerable circumstances
• Assist customers with account-related transactions, such as contributions, rollovers, and withdrawals
• Provide factual information about Superhero Super, and superannuation in general without providing financial advice
• Resolve customer inquiries and escalate issues to the appropriate department as needed
• Maintain accurate records of customer interactions and transactions
  
  

Required Experience, Qualifications And Attributes

• Strong customer service skills, with the ability to communicate effectively and empathetically with customers
• Knowledge of superannuation products and services, as well as regulations and policies (Desired)
• Ability to work in a fast-paced environment, handle multiple tasks and prioritise workload
• Excellent attention to detail and accuracy in recording information
• Ability to work independently as well as in a team environment
• RG 146 qualified for securities, superannuation and life insurance (Desired)
  
  

What We Can Offer You

• Additional learning pathways to build your knowledge in share trading
• A market-leading salary package to help you reach your financial goals
• Access to a Employee Assistance Program, providing mental wellbeing resources, coaching, and therapy
• A gender-neutral parental leave entitlements
• Facilitation of Novated leasing
• Opportunity to work alongside talented and fun peers at a leading fintech startup
• Work-life balance through an office-first hybrid work model
• Modern and fun Sydney CBD office, complete with your own workstation, games, fresh fruit, snacks, drinks and above all, a welcoming atmosphere
  
  

Our values

• We do the right things, always: We lead with transparency and accountability and always do what's right for our customers.
• We're never done: We have a bias for action and a hunger for growth.
• There's no 'i' hero: We're team-first and believe in owning the problem and sharing our success together.
• We innovate courageously: We start with "how" and "why not" and we don't settle for the status quo.
  
  

We are committed to fostering a diverse and inclusive workplace and believe that different perspectives lead to better outcomes. If you're passionate, innovative, and aligned with our values, we're excited to have you on board. Help us shape the future of fintech investment and empower our clients to achieve their financial goals.

Interested? Apply Now - we look forward to hearing from you.

You will need to have the rights to legally work in Australia, sponsorship options are not available for this role.Seniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time

Job function

• Job functionOther

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