Customer Support SpecialistDepartment: Customer Support
Employment Type: Permanent - Full Time
Location: Sydney
DescriptionThe Customer Support team at Betashares is responsible for onboarding, educating, and supporting Betashares Direct customers. As one of the early hires in our team, you will have a great opportunity to drive impact and growth as the Betashares Direct product grows and our team evolves.
You will play a key role in scaling and developing a best-in-class, effortless customer experience by supporting Betashares Direct 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!
Role ResponsibilitiesTake ownership of customer enquiries and provide a best-in-class experience.Respond to enquiries across different 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 customer needs by gathering feedback and relaying insights to our Product and Customer Insights team.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 updates back to the customer.Proactively maintain and update our Customer Support knowledge base and process documentation, ensuring those resources are always relevant.Ensure compliance with all policies and workflows and manage risk in all customer interactions. Skills & Experience3+ years' experience working in a high-performing customer support team (financial services experience is desirable; experience with the KYC/AML processes for SMSF and Trusts is desirable).Focused on providing a great customer experience.Passionate about driving efficiency while maintaining quality.Results-driven, with the ability to meet prescribed Key Performance Indicators (KPIs).Strong attention to detail and excellent time management skills.Proactive attitude and ability to think of improvements to processes. Reasons To Join UsWhat We Offer Betashares believes our most important asset is our people, and we are proud of the culture we have built – but we are always striving to be better. We want every Betashares employee to be doing their best work and developing their careers. In addition to a competitive salary, we also 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.
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