Senior Customer Support Specialist – Superannuation

The Customer Support team at Betashares plays multiple critical roles. We represent the products and culture of the business to our customers, advocate for customer issues and insights, and provide targeted feedback to internal teams to ensure product development remains customer focused. 

In this role, you will be a senior frontline member of the Customer Support team, responsible first and foremost for delivering high-quality support directly to Betashares Super customers. You will manage customer enquiries across our support channels while also acting as a key subject matter expert for superannuation within the team. 

The role will focus on supporting customers, teammates and internal teams, acting as the escalation point for more complex superannuation queries, helping train and uplift the broader support team, creating and managing content, and partnering closely with Product, Engineering, Operations and Compliance to improve the customer experience. 

You will be a trusted point of contact for super-related support, but this remains a customer-facing support role. You will help customers navigate day-to-day and complex super scenarios, support the team with escalations, identify gaps in processes or customer journeys, and ensure support feedback is translated into clear, actionable insights for product and operational teams. 

This is not a traditional superannuation support role, nor is it a back-office product or operations role. You will need strong superannuation knowledge, but you will also need to be comfortable working in a fast-moving technology environment and handling frontline customer support volume. You will regularly work with product managers, engineers and operational stakeholders to investigate issues, improve workflows, define requirements, test changes and help ensure the platform is delivering strong outcomes for customers. 

You should be confident handling customer enquiries, resolving complex customer issues, explaining superannuation concepts in plain English, and helping others build capability. You should also be curious about technology, comfortable with ambiguity, and motivated by improving systems, processes and customer outcomes at scale. 

You are: 

• a customer-first support professional who enjoys working directly with customers and delivering excellent frontline support; 
• experienced in superannuation, with strong knowledge of accumulation accounts and pension, contributions, rollovers, withdrawals, account administration and common member support scenarios; 
• confident managing day-to-day customer enquiries as well as complex superannuation escalations; 
• a strong communicator who can explain superannuation, technical and operational concepts clearly to both customers and internal stakeholders; 
• comfortable working with Product, Engineering, Operations, Compliance and other teams to investigate issues and improve the platform; 
• tech-oriented and interested in how digital platforms, workflows, automation and customer support systems can improve customer outcomes; 
• proactive in identifying friction, process gaps, training opportunities and areas for improvement; 
• confident coaching and supporting other team members; 
• highly organised, with sound judgement and strong attention to detail; 
• comfortable operating in a regulated financial services environment; 
• adaptable, curious and energised by change; 
• focused on delivering a genuinely excellent and empathetic customer experience.

Role Responsibilities 

• Deliver high-quality frontline support to Betashares Super customers across email, chat, phone and other support channels. 
• Support customers across core superannuation topics, including onboarding, contributions, rollovers, withdrawals, account administration, investment options and platform functionality. 
• Act as the key escalation point for complex Betashares Super customer enquiries, issues and complaints. 
• Coach and train Customer Support team members on superannuation concepts, workflows, processes and common customer scenarios. 
• Maintain clear internal documentation, including knowledge articles, macros, escalation guides and process materials. 
• Partner with Product, Engineering, Operations and Compliance to investigate issues, improve workflows and support product changes. 
• Identify recurring customer pain points and translate them into clear, actionable insights for relevant teams. 
• Support testing, rollout and change management for super-related product and process updates. 
• Maintain strong risk, compliance and quality standards across all super-related customer interactions and support processes. 

Key skills and experience 

• 4+ years’ experience in superannuation, financial services, customer support, operations or a related environment. 
• RG146 qualification in superannuation, or an equivalent superannuation-specific qualification. 
• Strong working knowledge of superannuation products, member administration and common customer journeys. 
• Experience delivering frontline customer support, including managing customer enquiries directly across support channels. 
• Experience handling complex customer queries, escalations or complaints. 
• Strong written and verbal communication skills, with the ability to explain complex concepts in plain English. 
• Experience coaching, training or mentoring team members. 
• Strong attention to detail, sound judgement and confidence working in a regulated environment. 
• Comfortable working with technology, systems, data and digital platforms. 
• Ability to collaborate effectively with Product, Engineering, Operations, Compliance and other stakeholders. 
• Proactive, customer-focused and motivated by improving processes, systems and customer outcomes. 

Nice to have

• Experience working in a digital superannuation, wealth management, fintech or investment platform environment. 
• Experience working directly with product managers, engineers or technology teams. 
• Experience reporting bugs, defining requirements, supporting user acceptance testing or improving digital customer journeys. 
• Experience using customer support platforms, CRM tools, knowledge bases, analytics tools or workflow automation platforms. 
• Interest in AI, automation, GPTs, agents or other emerging technologies that can improve customer support quality and efficiency. 
• Experience with SMSFs, investment platforms, ETFs, managed funds or listed securities.