Customer Support Graduate null

Job Description

At Spaceship, we’re on a mission to enable people to invest in their future, so they can live the life they want to live. We started in 2017 with Spaceship Super, and in 2018 we launched Spaceship Voyager, which is making investing easy, for everyone.

Since launch, we have grown to more than 200,000 financial members and surpassed $1 billion in funds under management – but we’re just getting started.

What will you be doing?

For a business that enables people to invest in their future, trust is everything. This means our Customer Support team is crucial to the success of Spaceship and our customers.

Developing trust not only requires Customer Support to have a deep understanding of superannuation, investing and the inner workings of our products, but also an ability to empathize with a diverse bunch – sophisticated investors who appreciate Spaceship’s investment strategy, as well as complete investing newbies.

The team is ultimately responsible for answering customer inquiries and solving their problems, but they also play a key role in product development by connecting customer feedback with different areas of the business including Product, Marketing, Engineering, Risk & Compliance, and Investments.

In this role, you will be responsible for all the above, while also contributing to process improvements and assisting in the development of new training systems and customer experience initiatives that will ensure we deliver the best customer experience possible.

Specifically, you will:

• Act as our customer's primary point of contact, giving customers an internal voice and being our external ear.
• Take ownership of customer inquiries via email, chat functions, and phone, challenging yourself to solve the most complicated and interesting problems our users face.
• Practice empathy with frustrated users and turn their negative experiences into positive ones.
• Assist in projects that aim to improve the quality of support we provide all users.
• Contribute to building the team and the organization for long-term success.

What are we looking for?

You will thrive in this position if you are:

• Excited by our mission, and hungry for a challenge in growing startup.
• Passionate about forward-thinking technology products.
• Empathetic, patient, and able to understand a problem from different viewpoints.
• Possess initiative and persistence in solving problems.
• Constantly iterating to come up with the best solution.
• An exceptional communicator who thrives in a collaborative environment.
• Inquisitive with a strong aptitude for learning.

We are also seeking:

• Experience in customer support or in roles that serve customer communities.
• Passion for delivering great customer experiences with an ability to identify customer needs and offer well-thought-out recommendations and push problems to resolution.
• Strong communication skills (written & verbal) - you will be the voice of Spaceship
• Skilled at balancing multiple tasks at once and you have the drive to see them to completion
• Experience in the financial services industry (nice to have).

What are the perks and benefits?

• Competitive salary + equity options.
• Flexibility to work from home or the office.
• Health and wellness benefits.
• Learning and development allowance.
• Working from home allowance.

Who are we?

We are ~50 people passionate about enabling people to invest in their future.

We value forward-thinking, accessibility, curiosity, transparency, and simplicity in everything we do - from the way we collaborate to the products we create.

The spaceship has raised more than $70m to date from some of the world’s most renowned investors including Horizons Ventures, AirTree Ventures, Grok Ventures, Valar Ventures, Sequoia Capital, and New Enterprise Associates.