Member Support Specialist – Superannuation
Core
Senior frontline support specialist for superannuation customers, acting as a subject matter expert and escalation point while partnering with product and engineering teams.
Role type
Senior IC customer support specialist (superannuation)
Builds
Customer support workflows, knowledge base content, and improved customer experiences for Betashares Super
Domain
Financial services / Superannuation / Fintech
Deliverable
client delivery
Required skills
Superannuation expertise (accumulation accounts, pensions, contributions, rollovers, withdrawals), frontline customer support, complex query resolution, coaching and training, cross-functional collaboration, regulated environment compliance, process improvement, technical platform familiarity
Preferred skills
Digital superannuation/fintech experience, product/engineering collaboration, bug reporting and UAT, CRM and automation tools, AI/automation interest, SMSF/investment platform knowledge
Technologies
CRM tools, knowledge bases, workflow automation platforms, digital platforms
Responsibilities
Deliver high-quality frontline support via email, chat, and phone; manage complex superannuation escalations; coach and train support team members; maintain internal documentation and knowledge articles; partner with Product, Engineering, and Compliance to improve workflows; identify customer pain points and translate them into actionable insights; support testing and rollout of product updates.
Seniority
Senior, hands-on IC