Customer Support Specialist

The Customer Support team at Betashares plays multiple critical roles. We represent the products and culture of the business to our customers, advocate for customer issues, share insights and provide targeted feedback to internal teams to ensure product development remains customer-focused.

In this role, you will be on the frontline with customers and your impact will go well beyond responding to enquiries. You will act as a voice of the customer across the business, identifying friction in the customer journey, surfacing product opportunities, improving internal processes and using technology to help us scale a best-in-class customer experience.

We are looking for someone who is passionate and empathetic, good at communicating complex ideas and driven to deliver an exceptional customer experience. You are keen to use technology and AI tools to improve both the way you work and to be proactive in continuously improving the customer’s experience of our products.

You will work closely with Product, Engineering, Operations, Compliance, Portfolio Management and other teams to solve customer problems, improve the platform and reduce avoidable friction. You should be comfortable with ambiguity, willing to challenge existing processes and motivated by finding smarter ways to work.

You are: 

• focused on delivering a genuinely excellent and empathetic customer experience; 
• a strong advocate for the end user, able to translate customer pain points into clear product and process recommendations; 
• tech-oriented and automation-driven, with a keen interest in AI tools, agents, GPTs and workflow automation; 
• comfortable experimenting with tools, systems and lightweight technical solutions to improve team efficiency; 
• a great communicator who can explain complex, technical or financial concepts in plain English; 
• proactive, curious and willing to challenge the status quo; 
• comfortable working cross-functionally with Product, Engineering, Operations and other teams; 
• positive, adaptable and energised by change; 
• results-driven, with the ability to consistently meet quality, productivity and service expectations. 

Role Responsibilities 

• Own customer enquiries across email, chat, phone and social channels, delivering accurate, empathetic and high-quality support across onboarding, accounts, trading, transactions and platform questions. 
• Act as a strong voice of the customer by identifying recurring pain points, surfacing product gaps and sharing clear, actionable insights with Product, Engineering, Operations and other teams. 
• Investigate and resolve complex customer issues, including failed KYC checks, platform bugs, transaction queries and technical escalations, while keeping customers informed with timely updates. 
• Improve the way we work by identifying manual processes, repeat contacts and customer friction, then building or contributing to better workflows, automations, GPTs, agents, documentation and internal tools. 
• Collaborate cross-functionally to resolve customer issues, improve the platform and help ensure customer feedback is understood, prioritised and acted on where appropriate. 
• Maintain strong risk, compliance and quality standards across all customer interactions, ensuring policies, procedures and workflows are followed. 

Key skills and experience 

• 1+ year experience in customer support, customer experience, operations, fintech, financial services, superannuation or a related environment. 
• Strong customer empathy and a genuine interest in improving the end-user experience. 
• Strong written and verbal communication skills. 
• High attention to detail and sound judgement. 
• Excellent time management and ability to prioritise competing tasks. 
• Comfortable working with technology, systems and data. 
• Strong interest in AI, automation, workflow tools and emerging technology. 
• Ability to identify process improvements and take initiative to solve problems. 
• Comfortable working autonomously and as part of a team. 
• Ability to collaborate effectively with technical and non-technical stakeholders. 

Nice to have

• Experience using or building with AI tools, GPTs, agents, workflow automation platforms or low-code/no-code tools. 
• Experience working with product or engineering teams to report bugs, define requirements or improve customer journeys. 
• Basic coding or scripting experience, or a willingness to learn. 
• Experience in financial services, investing, trading, ETFs, wealth management or superannuation. 
• Experience with customer support platforms, CRM tools, knowledge bases or analytics tools.