Customer Support Specialist

About HUB24

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 an important role in delivering an exceptional experience for our advisers, accountants and business partners.

At MyProsperity, customer support is more than answering enquiries. We play a critical role in customer success, acting as trusted partners who help customers get the most value from our platform.

Acting as a trusted first point of contact, you'll support customers with day-to-day enquiries, provide guidance on best-practice use of the platform, and help resolve issues in a timely and professional manner. Working closely with internal teams, you'll ensure customers feel supported, informed and confident in using MyProsperity.

What You’ll Be Doing

Customer Support & Relationship Management

• Respond to customer enquiries in a timely, professional and customer-focused manner
• Build strong relationships with customers through clear communication and reliable follow-through
• Take ownership of customer enquiries and work collaboratively to achieve positive outcomes
• Keep customers informed throughout the resolution process and ensure expectations are managed effectively
• Escalate issues when required while maintaining accountability for the overall customer experience

Customer Experience

• Deliver a consistently high-quality experience across all customer interactions
• Develop a strong understanding of customer needs and identify opportunities to provide additional support
• Capture and share customer feedback to help improve products, processes and service delivery
• Act as an advocate for customers across the business

Product Guidance & Support

• Assist customers with platform navigation, product features and best-practice workflows
• Help customers maximise the value they receive from MyProsperity
• Educate customers on ways to leverage platform capabilities to improve efficiency and achieve their business goals
• Identify opportunities to proactively guide customers towards best-practice workflows and greater platform adoption

Collaboration & Continuous Improvement

• Partner with internal teams to resolve customer issues efficiently
• Serve as the voice of the customer by sharing customer needs, feedback and pain points with internal teams
• Share customer insights and recurring themes with relevant stakeholders
• Participate in initiatives focused on improving customer satisfaction and service excellence
• Participate in team initiatives, training and ongoing development

What You Bring

You don’t need to tick every box, but experience in the below will set you up for success.

Experience & Skills

• 3+ years' experience in customer service, customer support or client-facing roles
• Passion for creating exceptional customer experiences and building long-term customer relationships
• Strong communication skills, with the ability to build rapport and establish trust with customers
• Strong emotional intelligence, empathy and active listening skills
• Excellent problem-solving skills and a proactive approach to resolving enquiries
• Ability to confidently engage with customers and understand their goals, challenges and desired outcomes
• Highly motivated, organised and customer-focused, with a willingness to learn and develop product knowledge
• Experience working within financial services, accounting, software or technology businesses is highly regarded
• Experience using Zendesk or similar customer support platforms is beneficial but not essential

Success in This Role

Success in this role is measured not only by resolving enquiries, but by creating effortless customer experiences, increasing customer confidence, and helping customers get the most value from MyProsperity.

You'll be a key contributor to customer satisfaction, retention and advocacy, ensuring customers feel supported, informed and successful throughout their journey.

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.