Customer Support Specialist

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.

At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

THE HUB24 STORY

We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians.

Benefits And Life At HUB24

Learn more about our employee benefits HERE.

Job Summary

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.

Responsibilities

Customer Support & Issue Resolution

Respond to customer enquiries in a timely, professional, and customer-focused mannerResolve product, usage, and “how-to” queries efficientlyManage complex or technical issues end-to-end, ensuring timely investigation and resolutionTriage issues across internal teams, engaging the right expertise to drive outcomesEscalate cases requiring deeper technical investigation while maintaining ownership and clear communication with customersLiaise with external data providers where required to investigate and resolve data-related issuesAccurately log all customer interactions and outcomes within support systemsIdentify 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 interactionsBuild strong rapport and trust through clear, proactive communication and reliable follow-throughCapture and share customer feedback to continuously improve service and outcomes

Product Adoption & Guidance

Support customers with best-practice product usage and workflowsIdentify common friction points and proactively drive solutionsPromote the use of self-service tools, including knowledge bases and FAQs

Operational Excellence

Maintain accurate records of customer interactions, issues, and resolutionsAdhere to defined support processes, SLAs, and escalation frameworksContribute to knowledge base articles, FAQs, and internal documentationSupport continuous improvement of support processes, tools, and ways of working

Collaboration & Continuous Improvement

Share recurring issues, trends, and product feedback with relevant teamsParticipate in training, coaching, and team initiativesIdentify opportunities to improve efficiency, scalability, and overall service quality

Requirements

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 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

The Recruitment Process

Acknowledgement email once your application has been submitted. Our Talent team will start reviewing your application. If unsuccessful, you will be notified. If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role. If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.Should you require any accommodations to the recruitment process, please email recruitment@hub24.com.au, and one of our team will contact you. Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews. Communication of outcomes to successful and unsuccessful candidates and feedback provided. As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.

2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Endorsed by WORK180, we are proud to be recognised as an employer of choice for women.

We have been nominated and placed on the BOSS Best Places to work list.

Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative

HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you