Customer Support Specialist

Department: Customer Support

Employment Type: Permanent - Full Time

Location: Sydney

The Customer Support team at Betashares is responsible for onboarding, educating and supporting customers across all Betashares products. This role interacts with teams from all over the business and provides a great learning opportunity.

You will play a key role in scaling and developing a best-in-class, effortless customer experience by supporting Betashares customers directly, providing feedback to our Product team for product improvement and identifying process improvements to ensure our support team is working as efficiently as possible. We look for technology-driven solutions

You are comfortable with change and keen to be a driver of efficiency and a real advocate and voice for our customers.

You will demonstrate the following:

• Focused on providing a great customer experience.
• Passionate about driving efficiency while maintaining quality.
• Tech-oriented, looking for solutions through automation and using technology to increase capacity in the team and provide better customer experiences.
• A great communicator, you can distil complex, technical concepts into plain English.
• Positive, with a great attitude and optimistic approach.
• Results-driven, with the ability to meet prescribed Key Performance Indicators (KPIs) to successfully and consistently meet the requirements of the role.

• Take ownership of customer enquiries and provide a best-in-class experience.
• Respond to enquiries across multiple support channels, including email, chat, phone, and social media, ensuring adherence to our SLAs.
• Address and resolve customer concerns, issues or complaints regarding their investments, accounts, or transactions, ensuring a high level of customer satisfaction.
• Collaborate with other departments, such as product, operations, engineering, portfolio management, compliance, or sales, to address more complex client enquiries.
• Represent the customer voice and advocate for customer needs by gathering feedback and relaying insights to our Product and Engineering teams.
• Support customer onboarding by investigating and troubleshooting failed KYC ('Know your Client') instances.
• Escalate reported bugs and technical issues to our Engineering team, follow up on progress and provide timely progress updates back to the customer.
• Proactively maintain and update our Customer Support knowledge base and process documentation, making sure those resources are always relevant.
• Ensure compliance with all policies and workflows and manage risk in all customer interactions.

• 2+ years' experience working in a high-performing customer support team, ideally with financial services or superannuation experience.
• Strong attention to detail.
• Excellent time management skills.
• Excellent verbal and written communication skills.
• Ability to work effectively as part of a team.
• Ability to use initiative and work autonomously, when required.
• Proactive attitude and ability to think of improvements to processes.

What We Offer

• Continuous career development and training opportunities.
• Access to a health and wellbeing platform with physical, mental, social and financial support programs available.
• Volunteering days off, so you can contribute to a cause that matters to you.
• Conveniently located CBD offices with fully stocked kitchens, team breakfasts and catered lunches on a regular basis.
• Fun and inclusive social events.

Our Values

As our business continues to grow, we're committed to creating a workplace that gives us all the best opportunity to succeed, and that is enjoyable to be a part of. We prize ambition and drive, but equally we value honesty and humility. We support each other, and we respect our clients and our competitors. Innovation is in our DNA, and we are always looking for better ways to do things and are willing to take measured risks and learn from our mistakes along the way.