Stormrake is a premium digital asset brokerage. Our clients have a dedicated broker for their investments, and our Client Service team for everything else. You are that team.

Clients can contact their broker directly, and many do. That relationship is theirs and it stays that way. Everything else comes to us: the main Stormrake line, live chat, email, and social. You resolve what you can at first contact, and you hand over cleanly when it belongs to someone else. You own the client's problem until it is closed, even when the fix sits with another team.

This is a phone role first. You will spend more of your day talking to clients than typing to them, and you need to be genuinely articulate on a call. Clear, unhurried, and able to explain a settlement delay or a verification requirement to someone who is anxious about their investment, without jargon and without waffle. If you would rather work a queue in silence, this is not the role.

What you will own

- First response and resolution across phone, support desk, live chat, and social channels
- Onboarding clients, individuals and entities, from application through to a funded account
- Client portal support, sign in and access issues, and first line technical troubleshooting
- Identity verification on every request that touches account access or payment details
- Writing up what you solved, so the next person solves it faster

What you will bring

- Two or more years in client service, ideally financial services, fintech, or another environment where mistakes are expensive
- Spoken communication that holds up on the phone. You are articulate, you think clearly out loud, and you stay composed and easy to follow when the client on the other end is not
- Written communication that is clear and warm without being casual.



You can explain a delayed blockchain confirmation to someone in their sixties without jargon and without condescension
- The discipline to follow a verification process exactly, every time, under pressure from someone who is annoyed at being asked
- Genuine comfort with software. You are the person friends ask for help, and you would rather understand a system than memorise the steps
- Availability for rostered shifts across seven days between 8:00 AM and 8:00 PM AEST, including some weekend work
- Australian working rights and a clean background check, which is a requirement of our anti money laundering obligations

Well regarded

- Familiarity with digital assets, wallets, and self custody, from genuine interest rather than trading
- Exposure to trust, company, or self managed superannuation fund administration
- Comfort using AI tools as leverage, and the judgement to check what they produce. Our specialists work alongside an AI assistant every day

This role is nor for you if

- You want a sales role. There is no commission here, deliberately. You are measured on client outcomes, not revenue
- You want to share your views on markets with clients. You will not be able to, at all
- You need a fixed Monday to Friday, nine to five
- You prefer to pass problems on rather than stay with them until they are closed

What we offer

- An annualised salary that covers your rostered shifts.
- A path into broking, if that is what you want. Some of our associate brokers come from this team, and we fund the accreditation for people who show the aptitude. It is a genuine option rather than an expectation. The best people on this desk are here because they are good at this job, not because they are waiting for another one
- An AI assisted toolset, so your time goes to clients rather than administration
- A dynamic team where the work is visible and the standard is high

Location: In office - Stormrake Melbourne office

Type: Permanent Full-time.

📌 Client Services Specialist (Melbourne)
🏢 Stormrake
📍 Melbourne