Job Description
About HUB24
n
At HUB24, we're rethinking the way wealth management works, combining platform, technology and data to create better outcomes for financial professionals and their clients.
n
Our purpose is simple: Empower better financial futures, together.
n
What sets us apart is how we work. We back bold thinking, move with pace, and turn ideas into action. You'll have the opportunity to make a real impact across your team, the business, and for the clients we support every day.
n
HUB24 Limited is an ASX-listed company (ASX: HUB) and part of the ASX100. We have over 1,100 employees across Australia, with offices in Sydney, Melbourne, Brisbane, Perth and the Gold Coast.
n
Why you'll enjoy working here
n
We create an workplace where you can do your best work and see the impact of it.
n
n
Work with smart, collaborative people who get things done.
n
Your ideas won't sit in a backlog, they'll be heard, tested and actioned.
n
Grow your career your way, with support to learn, stretch and explore new opportunities.
n
n
We also offer benefits to support you inside and outside of work:
n
n
Genuinely flexible and hybrid ways of working.
n
Employee Share Scheme.
n
Additional leave and wellbeing support.
n
Enhanced parental leave and support through different life stages.
n
Everyday benefits, including discounts and financial wellbeing support.
n
n
Why this is an exciting opportunity
n
As part of the MyProsperity team, the Customer Support Specialist plays a critical role in delivering a highly responsive, high-quality support experience to our partners and, in turn, their clients.
n
This role owns client and partner issues end-to-end, including complex and technical queries, while effectively triaging across internal teams and escalating where deeper technical expertise is required.
n
As a key contributor to the post-sales experience, the role drives customer satisfaction, supports adoption of the MyProsperity platform, and surfaces insights and feedback to continuously improve customer outcomes.
n




What You'll Be Doing
n
Customer Support & Issue Resolution
n
n
Respond to customer enquiries in a timely, professional, and customer-focused manner
n
Resolve product, usage, and "how-to" queries efficiently
n
Manage complex or technical issues end-to-end, ensuring timely investigation and resolution
n
Triage issues across internal teams, engaging the right expertise to drive outcomes
n
Escalate cases requiring deeper technical investigation while maintaining ownership and clear communication with customers
n
Liaise with external data providers where required to investigate and resolve data-related issues
n
Accurately log all customer interactions and outcomes within support systems
n
Identify and escalation complaints in line with internal policies, partnering with management to support resolution and risk management
n
n
Customer Experience
n
n
Deliver a consistent, high-quality experience across all customer interactions
n
Build strong rapport and trust through clear, proactive communication and reliable follow-through
n
Capture and share customer feedback to continuously improve service and outcomes
n
n
Product Adoption & Guidance
n
n
Support customers with best-practice product usage and workflows
n
Identify common friction points and proactively drive solutions
n
Promote the use of self-service tools, including knowledge bases and FAQs
n
n
Operational Excellence
n
n
Maintain accurate records of customer interactions, issues, and resolutions
n
Adhere to defined support processes, SLAs, and escalation frameworks
n
Contribute to knowledge base articles, FAQs, and internal documentation
n




Support continuous improvement of support processes, tools, and ways of working
n
n
Collaboration & Continuous Improvement
n
n
Share recurring issues, trends, and product feedback with relevant teams
n
Participate in training, coaching, and team initiatives
n
Identify opportunities to improve efficiency, scalability, and overall service quality
n
n
What You Bring
n
You don't need to tick every box, but experience in the below will set you up for success.
n
Experience & Skills
n
Skills, Attributes, Qualifications and Experience
n
n
At least 3 years experience in customer service and support roles
n
Strong technical/functional knowledge of software systems and applications
n
Experience using Zendesk for managing customer enquiries and support tickets is highly regarded.
n
Preferably hands-on domain experience in accounting or financial planning
n
Strong communication and problem-solving skills
n
Exceptional customer service mindset and approach
n
Relationship management skills for engaging with internal and external stakeholders
n
Highly motivated self-starter with the ability to balance, prioritise and provide accurate troubleshooting and resolutions to partners, the sales and account management team and end
n
n
Our process
n
n
You'll receive an acknowledgement after applying.
n
Our Talent team will review your application and keep you updated.
n
If shortlisted, we'll connect to learn more about you.
n
Interviews may be virtual or in person.
n
You'll receive an outcome and feedback.
n
n
If you need any adjustments, please let us know - we're here to support you.
n
Our commitment
n
We're committed to building an inclusive environment where everyone feels valued and supported to do their best work. We welcome applications from people of all backgrounds, identities and experiences.
n
Agencies, we work with a panel of preferred suppliers and are not accepting any unsolicited CVs.
#J-*****-Ljbffr

📌 Customer Support Specialist (Victoria)
🏢 HUB24
📍 Victoria