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Customer Support

4 weeks ago

Sydney, New South Wales, Australia Hatch Full time
Overview

This is a Customer Support (Superannuation) Specialist role with Spaceship (eToro) based in Sydney, NSW, AU

We are looking for a Customer Service Representative to join our team. eToro is the trading and investing platform that empowers users to invest, share and learn. We were founded in 2007 with the vision of a world where everyone can trade and invest in a simple and transparent way. We have created an investment platform that is built around collaboration and investor education. On our platform, users can view other investors' portfolios and statistics, and interact with them to exchange ideas, discuss strategies and benefit from shared knowledge. We have over 38 million registered users from 100 countries and our platform is available in 20 languages. We are a fast growing business with over 1,500 employees across 13 offices around the globe, strategically positioned to serve the needs of users. You can find out more about eToro here.

In 2024, eToro completed its acquisition of Australian investing app Spaceship, strengthening its presence in the Australian market and expanding into the superannuation and long term savings sector.

We are constantly growing and are excited to share that we are looking for a Customer Service Representative to join our team

What will you be doing?

For a business that enables people to invest in their future, trust is everything. This makes our Customer Support team absolutely crucial to the success of Spaceship and its customers.

You will be joining a small team focused on delivering excellent customer experience at Spaceship. Your primary focus will be providing exceptional support to our superannuation members, while also supporting customers across our other products including managed investments (Spaceship Voyager) and US Investing services.

Building trust requires not only a deep understanding of superannuation regulations and processes, but also the ability to empathise with a diverse range of customers – from sophisticated investors who appreciate Spaceship's investment strategy to complete investing newcomers navigating their first super account.

Beyond handling enquiries and solving problems, you\'ll play a key role in product development by connecting customer feedback with different areas of the business including Product, Marketing, Engineering, Risk & Compliance and Investments.

Qualifications
  • 2+ years of hands-on experience in superannuation customer support or working directly with super fund operations
  • 2-3 years total 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 superannuation regulations, contribution rules, and member processes
  • RG146 accreditation is highly preferred (we can support the right candidate in obtaining this)
  • Experience with life insurance and investments is advantageous
  • 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, particularly superannuation 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.

Please consider applying even if you don\'t meet 100% of what's outlined

Responsibilities

Beyond handling enquiries and solving problems, you\'ll play a key role in product development by connecting customer feedback with different areas of the business including Product, Marketing, Engineering, Risk & Compliance and Investments.

Why eToro is partnering with Hatch on this role

Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with eToro not with Hatch.

Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Customer Service
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