Customer Support

**Support forward thinking investors who are funding our future**:

- **Make a difference in a role that supports the growth of new and emerging businesses**:

- **Utilise multiple communication channels to enhance investor experiences**:

- **Opportunity to grow your FinTech career in a new and exciting industry**

**About Birchal**

Birchal is Australia’s leading Equity Crowdfunding platform. Birchal’s purpose is to simplify fundraising so that forward thinking businesses can build communities of engaged supporters and get back to achieving their mission.

Since 2018, Birchal has raised over $120m across more than 160 campaigns in many different sectors. Birchal has won numerous awards and has been highly recognised by industry and clients.

At Birchal, we have big ambitions and we’re excited to be welcoming a new Customer Support Consultant to our business. We are a close and hard-working team with extensive experience in equity crowdfunding, alternative finance, law, and equity capital markets.

**About the Opportunity**

Our Customer Support team is critical to the success of Birchal and our customers. This exciting role forms part of our customer support team, whose role is to work with investors to answer customer enquiries, solve their problems and ensure they have an amazing experience when investing in Birchal.

The purpose of this role is to build trust and develop a deep understanding of start-ups, investing and the inner workings of Birchal’s products and services. The role involves working with both sophisticated investors who value Birchal’s access to some of Australia’s most exciting start-ups, to supporting complete investing newbies.

Developing trust is a key requirement of the position and can only be achieved by the provision of outstanding customer support and strong product knowledge.

The team is ultimately responsible for supporting customers, but they also play a key role in product development by connecting customer feedback with different areas of the business.

In this role, you will be responsible for all the above, while also contributing to process improvements and assisting in the development of new training systems and customer experience initiatives that will ensure we deliver the best customer experience possible.

**Requirements**:
**Responsibilities**:

- Act as our customers' primary point of contact, giving customers an internal voice and being our external ear.
- Take full ownership of customer feedback, complaints and general enquiries.
- Manage inbound/outbound customer calls, and nurture relationships that will lead to long-term advocates.
- Be a customer success coach with a view to develop other team members.
- Report on KPIs to track improvement and success targets.

**What are we looking for?**

You will thrive in this position if you are:

- Excited by our mission, and hungry for a challenge in a growing start-ups.
- Passionate about forward-thinking technology products.
- Empathetic, patient and able to understand a problem from different viewpoints.
- Possess initiative and persistence in solving problems.
- Constantly iterating to come up with the best solution.
- An exceptional communicator who thrives in a collaborative environment.
- Inquisitive with a strong aptitude for learning.

**Skills required**:

- 3+ years in customer support or in roles that serve customer communities.
- Knowledge of CX training and development programs.
- Experience with CX systems such as CRMs.
- Experience in the financial services industry.
- Experience with investing and or supporting investors
- Certifications such as RG146 (nice to have).

**Benefits**
- Competitive base salary + super package
- All the tools to make you successful
- Time and support for self-development
- Key involvement in determining our product's direction
- Flexible working arrangements - work from home or at our new office in Cremorne, VIC
- Casual dress code with flexible work-from-home policy