Our client is an innovative and rapidly growing financial services business that is transforming the way Australians engage with investing and superannuation. Due to continued growth, they have created a brand-new Senior Customer Support Specialist – Superannuation position to strengthen their Customer Support team.

This is far more than a traditional member services role. You'll be the superannuation subject matter expert within the team, helping customers navigate complex scenarios while partnering with Product, Engineering, Operations and Compliance to continuously improve the customer experience.

About the Role

As a senior member of the Customer Support team, you will:

- Deliver exceptional support to customers across phone, email and chat.
- Act as the escalation point for complex superannuation enquiries.
- Assist customers with contributions, rollovers, withdrawals, pensions, account administration and investment options.
- Coach and mentor team members on superannuation concepts and best practice.
- Partner with Product, Engineering and Operations to improve systems, processes and customer journeys.
- Identify recurring customer issues and provide insights that help shape future improvements.
- Maintain knowledge articles, process documentation and training materials.
- Support testing and implementation of new platform features and enhancements.

About You

You'll bring

- 4+ years' experience in superannuation, wealth management or financial services.
- RG146 qualification (Superannuation) or equivalent.
- Strong knowledge of superannuation products and member administration.
- Experience handling complex customer enquiries and escalations.




- Outstanding written and verbal communication skills with the ability to explain technical concepts in plain English.
- A genuine passion for customer experience and continuous improvement.
- Confidence working with multiple stakeholders across a business.
- Strong attention to detail and an understanding of working within a regulated environment.
- A proactive mindset with an interest in technology and digital innovation.

Highly Regarded Experience within any of the following will be advantageous:
- Digital superannuation platforms
- Investment platforms
- Wealth management
- Fintech
- ETFs or managed funds
- CRM or customer support systems
- AI and workflow automation tools

Why Apply? This is an exciting opportunity to join a business at a significant stage of growth in a newly created role , where you'll have the chance to make a genuine impact from day one. You'll gain exposure well beyond traditional customer support, working closely with Product and Technology teams while helping shape the future of the customer experience.

You'll enjoy

- A newly created position with the opportunity to make your mark.
- Exposure to technology, AI and product development.
- Genuine opportunities to influence customer experience and business improvements.
- A collaborative, high-performing team culture.
- Career progression within a growing financial services business.
- Contemporary CBD offices and a dynamic working environment.

If you're looking for a role where you can combine your superannuation expertise with customer experience, technology and continuous improvement, we'd love to hear from you. Apply now or contact Rosie at Keegan Adams Recruitment for a confidential discussion - [email protected] or (phone hidden)

📌 Senior Customer Support Specialist – Superannuation (Sydney)
🏢 Keegan Adams Recruitment
📍 Sydney