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Customer Support Specialist HYBRID
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#805798
Remote / WFH
HUB24
Job Description
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.
Our purpose is simple: Empower better financial futures, together .
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.
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.
Why you’ll enjoy working here
We create an environment where you can do your best work and see the impact of it.
Work with smart, collaborative people who get things done.
Your ideas won’t sit in a backlog, they’ll be heard, tested and actioned.
Grow your career your way, with support to learn, stretch and explore new opportunities.
We also offer benefits to support you inside and outside of work:
Genuinely flexible and hybrid ways of working.
Employee Share Scheme.
Additional leave and wellbeing support.
Enhanced parental leave and support through different life stages.
Everyday benefits, including discounts and financial wellbeing support.
Why this is an exciting opportunity
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.
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.
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.
What you’ll be doing
Customer Support & Issue Resolution
Respond to customer enquiries in a timely, professional, and customer-focused manner
Resolve product, usage, and “how-to” queries efficiently
Manage complex or technical issues end-to-end, ensuring timely investigation and resolution
Triage issues across internal teams, engaging the right expertise to drive outcomes
Escalate cases requiring deeper technical investigation while maintaining ownership and clear communication with customers
Liaise with external data providers where required to investigate and resolve data-related issues
Accurately log all customer interactions and outcomes within support systems
Identify and escalate complaints in line with internal policies, partnering with management to support resolution and risk management
Customer Experience
Deliver a consistent, high-quality experience across all customer interactions
Build strong rapport and trust through clear, proactive communication and reliable follow-through
Capture and share customer feedback to continuously improve service and outcomes
Product Adoption & Guidance
Support customers with best-practice product usage and workflows
Identify common friction points and proactively drive solutions
Promote the use of self-service tools, including knowledge bases and FAQs
Operational Excellence
Maintain accurate records of customer interactions, issues, and resolutions
Adhere to defined support processes, SLAs, and escalation frameworks
Contribute to knowledge base articles, FAQs, and internal documentation
Support continuous improvement of support processes, tools, and ways of working
Collaboration & Continuous Improvement
Share recurring issues, trends, and product feedback with relevant teams
Participate in training, coaching, and team initiatives
Identify opportunities to improve efficiency, scalability, and overall service quality
What you bring
You don’t need to tick every box, but experience in the below will set you up for success.
Experience & Skills
Skills, Attributes, Qualifications and Experience
At least 3 years experience in customer service and support roles
Strong technical/functional knowledge of software systems and applications
Experience using Zendesk for managing customer enquiries and support tickets is highly regarded.
Preferably hands-on domain experience in accounting or financial planning
Strong communication and problem-solving skills
Exceptional customer service mindset and approach
Relationship management skills for engaging with internal and external stakeholders
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
Our process
We aim to keep the process simple and respectful of your time:
You’ll receive an acknowledgement after applying.
Our Talent team will review your application and keep you updated.
If shortlisted, we’ll connect to learn more about you.
Interviews may be virtual or in person.
You’ll receive an outcome and feedback.
If you need any adjustments, please let us know - we’re here to support you.
Our commitment
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.
Agencies, we work with a panel of preferred suppliers and are not accepting any unsolicited CVs.
Our purpose is simple: Empower better financial futures, together .
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.
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.
Why you’ll enjoy working here
We create an environment where you can do your best work and see the impact of it.
Work with smart, collaborative people who get things done.
Your ideas won’t sit in a backlog, they’ll be heard, tested and actioned.
Grow your career your way, with support to learn, stretch and explore new opportunities.
We also offer benefits to support you inside and outside of work:
Genuinely flexible and hybrid ways of working.
Employee Share Scheme.
Additional leave and wellbeing support.
Enhanced parental leave and support through different life stages.
Everyday benefits, including discounts and financial wellbeing support.
Why this is an exciting opportunity
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.
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.
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.
What you’ll be doing
Customer Support & Issue Resolution
Respond to customer enquiries in a timely, professional, and customer-focused manner
Resolve product, usage, and “how-to” queries efficiently
Manage complex or technical issues end-to-end, ensuring timely investigation and resolution
Triage issues across internal teams, engaging the right expertise to drive outcomes
Escalate cases requiring deeper technical investigation while maintaining ownership and clear communication with customers
Liaise with external data providers where required to investigate and resolve data-related issues
Accurately log all customer interactions and outcomes within support systems
Identify and escalate complaints in line with internal policies, partnering with management to support resolution and risk management
Customer Experience
Deliver a consistent, high-quality experience across all customer interactions
Build strong rapport and trust through clear, proactive communication and reliable follow-through
Capture and share customer feedback to continuously improve service and outcomes
Product Adoption & Guidance
Support customers with best-practice product usage and workflows
Identify common friction points and proactively drive solutions
Promote the use of self-service tools, including knowledge bases and FAQs
Operational Excellence
Maintain accurate records of customer interactions, issues, and resolutions
Adhere to defined support processes, SLAs, and escalation frameworks
Contribute to knowledge base articles, FAQs, and internal documentation
Support continuous improvement of support processes, tools, and ways of working
Collaboration & Continuous Improvement
Share recurring issues, trends, and product feedback with relevant teams
Participate in training, coaching, and team initiatives
Identify opportunities to improve efficiency, scalability, and overall service quality
What you bring
You don’t need to tick every box, but experience in the below will set you up for success.
Experience & Skills
Skills, Attributes, Qualifications and Experience
At least 3 years experience in customer service and support roles
Strong technical/functional knowledge of software systems and applications
Experience using Zendesk for managing customer enquiries and support tickets is highly regarded.
Preferably hands-on domain experience in accounting or financial planning
Strong communication and problem-solving skills
Exceptional customer service mindset and approach
Relationship management skills for engaging with internal and external stakeholders
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
Our process
We aim to keep the process simple and respectful of your time:
You’ll receive an acknowledgement after applying.
Our Talent team will review your application and keep you updated.
If shortlisted, we’ll connect to learn more about you.
Interviews may be virtual or in person.
You’ll receive an outcome and feedback.
If you need any adjustments, please let us know - we’re here to support you.
Our commitment
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.
Agencies, we work with a panel of preferred suppliers and are not accepting any unsolicited CVs.
