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 and?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 curious, tech-oriented?and excited by automation. You should be comfortable using AI tools in your day-to-day work, but more importantly, you should be interested in how these tools work, how they can be applied safely and effectively, and how they can be used to improve customer outcomes. This could include building internal workflows, GPTs, agents,?automations?or lightweight tools that help the team move faster and deliver better support at scale.?
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.?
