This is a Customer Support Specialist role with Spaceship based in Sydney, NSW, AU Spaceship Role Seniority - mid level More about the Customer Support Specialist role at Spaceship About us At Spaceship, we're on a mission to transform the way people think about and invest their money. We started in 2017 with Spaceship Super, and in 2018 we launched Spaceship Voyager, which is making investing easy for everyone. In 2023, we launched a new US Investing service. Since launch, we have grown to more than 200,000 financial members and surpassed $1.5 billion in funds under management – but we're just getting started. In 2024, eToro acquired Spaceship, strengthening eToro's presence in the Australian market and expanding into the superannuation and long-term savings sector. eToro has created an intuitive Social Trading platform that gives traders and investors access to global stock markets, with over 33 million users worldwide across 140 countries. What will you be doing? For a business that enables people to invest in their future, trust is everything. This makes our Customer Support team absolutely crucial to the success of Spaceship and its customers. You will be joining a small team focused on delivering excellent customer experience at Spaceship. You'll provide exceptional support to customers across all our products including superannuation, managed investments (Spaceship Voyager) and US Investing services. Building trust requires not only a solid understanding of financial products and services, but also the ability to empathise with a diverse range of customers - from sophisticated investors who appreciate Spaceship's investment strategy to complete investing newcomers navigating their first investment account. Beyond handling enquiries and solving problems, you'll play a role in product development by connecting customer feedback with different areas of the business. Key responsibilities: Act as our customers' primary point of contact, giving customers an internal voice and being our external ear Provide comprehensive support across all Spaceship products including superannuation, managed investments, and US Investing services Handle account management queries, product information requests, and technical support issues Manage incoming customer enquiries via email, chat and phone Handle customer feedback, complaints and general enquiries with expertise and care Nurture relationships that will lead to long-term customer advocates Collaborate with internal teams to improve products and processes based on customer insights What are we looking for? Essential requirements: 2-3 years of experience in B2C customer support, customer success, or similar customer-facing roles Experience with customer support systems such as CRMs and online chat platforms Strong understanding of financial services and investment products Experience in fintech, banking, or financial services is highly preferred RG146 accreditation is advantageous (we can support the right candidate in obtaining this) Full working rights in Australia You will thrive in this position if you are: Excited by our mission and hungry for a challenge Passionate about forward-thinking fintech products and investment platforms Empathetic, patient and able to understand complex problems from different viewpoints Able to demonstrate initiative and persistence in solving customer problems Constantly iterating to find the best solutions for our members An exceptional communicator who thrives in a collaborative environment Inquisitive with a strong aptitude for continuous learning Detail-oriented with strong compliance awareness This role will be based in our Sydney office. Candidates must have full working rights in Australia. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Spaceship team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Acting as the primary point of contact for customers Providing comprehensive support across all Spaceship products Collaborating with internal teams to improve products Key Strengths ️ Customer support experience Understanding of financial services Experience with customer support systems RG146 accreditation Fintech experience ️ Strong communication skills Why Spaceship is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with Spaceship not with Hatch.
