Customer Support Representative

In 2024, eToro acquired Spaceship, strengthening eToro's presence in the Australian market and expanding into the superannuation and long-term savings sector. eToro has created an intuitive Social Trading platform that gives traders and investors access to global stock markets, with over 40 million users worldwide across 75+ countries. This brings exciting opportunities for integration and growth across the region. At Spaceship, we're on a mission to transform the way people think about and invest their money. Since 2017, we've grown to more than 200,000 members and surpassed $1.9 billion in funds under management. We offer three core products: Spaceship Super – a superannuation fund designed for members who want a simpler, more transparent approach to retirement savings, Spaceship Voyager – managed investment portfolios tailored to different investing timeframes and risk appetites, Spaceship US Investing – a self-directed brokerage platform for members wanting direct access to US markets. We’re an AI-first company. That means AI isn’t an add-on – it’s built into how we work, how we build, and how we support our customers. We’re looking for people who share our belief that AI, used thoughtfully, makes financial services faster, smarter, and more human. For a fintech business built on trust, our Customer Support team is essential. You'll be the frontline of that trust – the person members turn to when they have questions, the voice that solves problems, and the ear that captures insights for the broader business. You'll join a dedicated CX team supporting members across all Spaceship products. Your day-to-day responsibilities include: Handling member enquiries via email, chat, and phone – answering questions about account features, product functionality, account management, and transactional issues. Solving account-specific problems – assisting with deposits, withdrawals, account updates, identity verification, and other operational queries. Managing complaints and feedback – handling complaints professionally and compassionately, escalating appropriately to compliance and management. Providing informed support – drawing on product knowledge, internal systems, and escalation pathways to give members accurate, timely answers. Supporting product and operational improvements – connecting member feedback with the business to drive insights and iterations. Maintaining compliance standards – ensuring all communications align with financial services regulations, ASIC guidance, and Spaceship's policies. Embracing AI tools – using AI-powered support tools to resolve customer enquiries faster, improve response quality, and free up time for complex, high-value interactions. You'll have access to internal tools that enable you to support members effectively and escalate complex issues to the right teams.