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.
Role Responsibilities
* 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.
Skills & Experience
* 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.
Reasons To Join Us
What We Offer
At Betashares, we believe people do their best work when they feel supported, trusted and challenged.
We're a values-led, high-performing, collaborative team where purpose drives performance, connection matters, and growth is actively supported. As we continue to evolve, we're focused on creating an environment where people can build meaningful careers, navigate change together, and feel proud of the work they do.
In addition to a competitive salary, we offer:
* Real career development with opportunities to take ownership, learn quickly and stretch yourself.
* A culture that balances performance and humanity, where collaboration, honesty and humility matter.
* Health and wellbeing support across physical, mental, social and financial programs.
* Volunteering leave to support causes that matter to you.
* Collaborative workspaces with team breakfasts and weekly catered lunches.
* A genuinely social, inclusive culture with events that bring people together.
Our Values
Our values guide how we work and treat each other. We value ambition and drive, balanced with honesty and humility. We support one another, respect our clients and competitors, and believe strong outcomes come from collaboration, trust and accountability.
Innovation is core to who we are. We're curious, challenge ourselves to do things better, and take measured risks, learning and improving as we go. Above all, we're committed to building a workplace that is enjoyable, resilient and inclusive, where people grow together and do work that genuinely matters.