Customer Support Specialist

Sydney CBD | Full-time office-based role

About the Company

Our client is a well-established and fast-growing player in the Australian financial services/investment management sector. They are recognised for their innovative approach, strong market presence, and commitment to helping Australians achieve their long-term financial goals. With continued growth and ongoing investment in their people, technology and product offering, this is an exciting opportunity to join a collaborative, high-performing team.

The Role

This is a genuine career opportunity for a customer-focused professional who wants more than a transactional support role. You'll play an important part in shaping the customer experience, sharing insights that contribute to product improvements, operational processes and the way the business supports its customers. You'll gain exposure well beyond a typical frontline support position, working closely with Product, Operations, and Compliance while building your skills within a respected, high-performing organisation.

The business is looking for someone who brings fresh ideas, embraces technology and enjoys finding smarter ways of working. You'll be encouraged to challenge existing processes, explore how AI and automation can improve efficiency, and contribute to continuous improvement initiatives across the business.

Key Responsibilities

- Manage customer enquiries end-to-end across email, chat and phone, delivering accurate, empathetic, high-quality support
- Investigate and resolve more complex customer enquiries,



including account verification, transaction queries and technical escalations, keeping customers informed throughout the process
- Act as a strong advocate for the customer, identifying pain points and sharing clear feedback with internal teams
- Identify opportunities to improve manual or repetitive processes that enhance operational efficiency and the customer experience
- Collaborate with Product, Operations and other teams to help resolve issues and improve the overall customer journey
- Maintain strong compliance, risk and quality standards across all interactions

About You

- At least one year's experience in customer support, customer experience or operations, ideally within financial services, fintech or superannuation
- Genuine empathy for customers and a passion for delivering a great experience
- Excellent written and verbal communication skills, with the ability to explain things clearly and simply
- Confident, curious and able to exercise sound judgement
- Comfortable working with systems, data and technology
- A proactive problem-solver who takes initiative and isn't afraid to suggest a better way of doing things
- Able to work autonomously as well as part of a collaborative team

If you thrive in a high-performing environment, enjoy working alongside smart, team-oriented people and are looking to build your career with an innovative and growing organisation, we'd love to hear from you.

Apply now or reach out to [email protected] for more information

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