Customer Support Representative

About the role

Join Spaceship’s Customer Experience team and become the frontline of trust for members using our superannuation, managed investment and US brokerage products. You will handle enquiries, resolve issues and feed insights back to the business while leveraging AI‑powered support tools.

Key responsibilities

• Respond to member enquiries via email, chat and phone, covering account features, product functionality and transactional issues.
• Assist with deposits, withdrawals, identity verification, account updates and other operational queries.
• Manage complaints and feedback professionally, escalating to compliance or management when required.
• Provide accurate, timely answers using product knowledge, internal systems and escalation pathways.
• Capture member feedback to support product and operational improvements while ensuring compliance with ASIC guidance and internal policies.

Required profile

• Minimum 2 years experience in B2C customer support, success or a similar customer‑facing role within professional or financial services.
• Strong attention to detail, compliance awareness and ability to communicate complex concepts clearly.
• Full working rights in Australia and a proactive, empathetic approach to member interactions.

Required skills

• Experience with customer support platforms such as CRM, ticketing systems, live‑chat and phone systems.
• Solid understanding of financial products (superannuation, managed investments, trading platforms) – a plus.
• Curiosity about AI tools and willingness to use AI‑enhanced support solutions.

What we offer

• Competitive salary and flexible hybrid work (2 days remote per week).
• Health and wellness benefits, professional development and financial services training.
• Exposure to product development, AI tools and the broader eToro ecosystem.