Customer Advocate - Australia

At Selfwealth by Syfe, we're transforming how everyday Australians approach stock market investing. By providing one of the country's most intuitive mobile and web platforms, we've driven down investment costs while empowering individuals to take control of their financial future.

As part of Syfe, the largest investment platform in APAC with over US$10 billion in assets under administration, we are united by a mission to make wealth-building simpler, smarter, and more accessible. Backed by US$132 million in funding, including our Series C round, Syfe is a trusted partner for over 250,000 in Singapore and 130,000 in Australia. Together, we aim to shape the future of wealth for millions during Australia's largest generational wealth transfer in history by delivering innovative tools and experiences for anyone ready to build real, long-term wealth.

The Right Profile

Great customer experiences don't happen by accident, they're built by people who care, stay curious, and aren't afraid of change. At Selfwealth by Syfe, we're redefining how everyday people get started with investing.

Our platform is built to simplify trading, and we're growing fast, which means we're constantly rolling out new features, improvements, and smarter ways of doing things.

As a Customer Service Representative, you'll sit at the intersection of customers and product. You'll support customers with questions about our product, its features, and their own activity on the platform, and guide them through ongoing platform changes as we evolve. Just as importantly, you'll feed real customer insights back into the business, helping shape improvements and influence what we build next.

This role is ideal for someone who thrives in a dynamic environment, enjoys learning on the fly, and brings a mindset of how can this be better? If you're excited by innovation, growth, and making a genuine impact on customers' confidence and success, you'll feel right at home here.

Key Responsibilities

• Be real and talk like a human :) Try to shy away from stiff business jargon and use plain, clear language that you wouldn't trip over while reading out loud
• Use present tense verbs to begin each bullet eg. Plan and engage, rather than planning, engaging)
• List the broadest responsibilities at the top to set the foundation and save the more detailed bullets for last
• Support customers across phone, chat and email, providing clear, confident and empathetic help
• Guide customers through onboarding, account updates, trading and platform-related questions
• Build trust with customers through thoughtful communication and strong follow-through
• Work closely with internal teams to resolve customer issues end-to-end
• Identify recurring customer pain points and proactively raise opportunities to improve processes and experiences
• Act as a strong advocate for the customer in internal conversations

Minimum Qualifications

• 1-2 years experience in a customer-facing role, ideally supporting customers via phone, chat and email
• Experience in financial services, fintech, or another digital platform environment
• Exposure to onboarding, account maintenance or platform support is a plus
• Comfortable learning new systems and explaining complex information in simple, human terms

Preferred Qualifications

• You are already using, or have a keen interest in leveraging AI tools to improve workflow

Come As You Are

We believe in the power of diversity and are dedicated to creating a welcoming and innovative environment for all our employees. So we embrace and encourage applications from candidates of all backgrounds and provide equal employment opportunities for all.

Due to the volume of applications, we regret that only shortlisted candidates will be notified.