Customer Support Representative

Description 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 40 million users worldwide across 75+ countries. This brings exciting opportunities for integration and growth across the region. At Spaceship, we're on a mission to transform the way people think about and invest their money. Since 2017, we've grown to more than 200,000 members and surpassed $1.9 billion in funds under management. We offer three core products: Spaceship Super – a superannuation fund designed for members who want a simpler, more transparent approach to retirement savings Spaceship Voyager – managed investment portfolios tailored to different investing timeframes and risk appetites Spaceship US Investing – a self-directed brokerage platform for members wanting direct access to US markets We’re an AI-first company. That means AI isn’t an add-on – it’s built into how we work, how we build, and how we support our customers. We’re looking for people who share our belief that AI, used thoughtfully, makes financial services faster, smarter, and more human. What will you be doing? For a fintech business built on trust, our Customer Support team is essential. You'll be the frontline of that trust – the person members turn to when they have questions, the voice that solves problems, and the ear that captures insights for the broader business. You'll join a dedicated CX team supporting members across all Spaceship products. Your day-to-day responsibilities include: Handling member enquiries via email, chat, and phone – answering questions about account features, product functionality, account management, and transactional issues Solving account-specific problems – assisting with deposits, withdrawals, account updates, identity verification, and other operational queries Managing complaints and feedback – handling complaints professionally and compassionately, escalating appropriately to compliance and management Providing informed support – drawing on product knowledge, internal systems, and escalation pathways to give members accurate, timely answers Supporting product and operational improvements – connecting member feedback with the business to drive insights and iterations Maintaining compliance standards – ensuring all communications align with financial services regulations, ASIC guidance, and Spaceship's policies Embracing AI tools – using AI-powered support tools to resolve customer enquiries faster, improve response quality, and free up time for complex, high-value interactions You'll have access to internal tools that enable you to support members effectively and escalate complex issues to the right teams. Requirements Essential Requirements 2+ years in B2C customer support, customer success, or customer-facing roles in a professional services or financial services environment Experience with customer support platforms (CRM, ticketing systems, live chat, phone systems) Solid understanding of financial products and services – superannuation, managed investments, and/or trading platforms are a plus Ability to communicate complex concepts clearly in writing and verbally Strong attention to detail and compliance awareness AI-curious – you’re excited about how AI is changing customer support and want to be at the forefront of that shift, not just along for the ride Full working rights in Australia You'll thrive if you are: Curious and thorough – you dig into problems, ask good questions, and follow through until they're resolved Empathetic and patient – you understand that members come from different backgrounds with different levels of financial literacy, and you meet them where they are Proactive and resourceful – you don't wait to be told what to do; you identify gaps and bring solutions A clear communicator – you can explain complex processes in plain language without being condescending Collaborative – you work well with a small, distributed team and escalate effectively to other departments Committed to continuous learning – fintech and financial services move fast; you stay curious and adapt Detail-oriented with strong systems thinking – you spot errors and understand how changes in one area affect others Nice to have (we can help you develop): RG146 accreditation or willingness to obtain it – we'll support the right candidate Experience in fintech, banking, or investment platforms Experience managing sensitive or emotionally charged interactions (complaints, disputes, member distress) Familiarity with superannuation regulations or ASIC guidance Perks and benefits Competitive salary Flexibility – 2 days per week working from home Health and wellness benefits Professional development opportunities including financial services training and accreditations Exposure to product development – your feedback directly influences how we build for members Be part of a growing fintech company with global reach (eToro ecosystem) and local focus Access to AI tools, training, and a culture that actively encourages experimenting with new technology Location and logistics Sydney office-based with hybrid flexibility (2 days remote per week). We're located in the CBD and easy to access via public transport. Full working rights in Australia required. The eToro advantage As part of the eToro family, you'll have opportunities to collaborate with a global fintech leader serving 40+ million users across 75+ countries. This means exposure to cutting-edge technology, diverse customer bases, and career development pathways within a much larger organisation – while maintaining Spaceship's distinct brand and customer focus in the Australian market.