Customer Service Specialist

Employment Type: Full-Time (5 days a week)

Hours: Monday - Friday, 9:00 AM - 5:00 PM

Experience Level: Early stage

About Wealth99

Founded in 2018, we are an Australian Fintech company pioneering the emerging sector of Crypto-Wealth. We empower everyday investors with a secure, simple, and accessible platform to manage their crypto investments.

We are looking for an energetic, curious, and motivated Customer Service Specialist to join our vibrant Sydney team. If you are looking for the perfect launchpad into the fintech and digital asset space, this is your opportunity to gain hands-on experience and grow your career alongside industry experts.

The Role

As our Customer Service Specialist , you will be the frontline voice and cornerstone of customer satisfaction for Wealth99. You’ll be directly supported by senior team members while gaining exposure to compliance, product testing, operations, and client relations.

You will also have some marketing technology responsibilities and will learn how to develop CS and marketing technology including AI.

Key Responsibilities

• Customer Engagement: Provide exceptional, timely support via customer support tickets and specialist phone calls, addressing both client and internal inquiries with professionalism and accuracy.
• Onboarding & Compliance: Guide clients through account setup, conducting verification processes ( KYC/KYB ) in line with internal policies, security standards, and Australian regulations.
• Issue Resolution: Troubleshoot customer inquiries, **escalate** complex cases to the relevant teams, and ensure prompt resolution and follow-up.
• Platform Administration: Support the daily administration of tools like HubSpot , Zoom, and Eventbrite, ensuring accurate record-keeping and data management across platforms.
• Knowledge & Documentation: Maintain and update customer help centre articles, internal knowledge base content, and customer records.
• Cross-Team Collaboration: Share valuable client insights and feedback with Product, Compliance, Operations, Marketing, and Sales teams to drive continuous business improvement.
• Product Testing & Reporting: Help test new platform features before launch and generate reports to assist data-driven decision-making.

Who You Are

We care more about your attitude, drive, and communication skills than years of corporate experience. This role is designed specifically for an entry-level professional or university graduate looking to learn from the ground up.

Requirements

• Education: Completed Tertiary / University Degree.
• Communication: Exceptional written and verbal English communication skills—you can explain complex ideas simply and write clear, professional messages.
• Availability: Available to work 100% on-site in our Sydney CBD office, Monday to Friday, 9:00 AM to 5:00 PM. ( Please note: This is a full-time, in-office role and does not offer remote or hybrid working options ).
• Work Rights: Full, unrestricted working rights in Australia.
• Tech-Savvy: Quick to learn new tools and software platforms (experience with HubSpot or ticketing systems is a bonus, but not required).
• Detail-Oriented: A keen eye for detail, especially when working with client documentation, security, and compliance processes.

Why You’ll Love Working With Us

• Real Career Progression: We believe in promoting from within. You’ll receive direct mentoring and exposure to cross-departmental operations (Marketing, Product, Compliance, Sales), opening up multiple pathways for your future career.
• Comprehensive Training: Customer support experience preferred (not required)—we will teach you about products, platforms, processes and compliance frameworks.
• Dynamic Team Culture: Work alongside a collaborative, friendly, and supportive team in the heart of Sydney. We would in the most dynamic co-working space.

Wealth99 is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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