Senior Customer Advocate & Coach, AI-Driven Support

Selfwealth by Syfe; Melbourne; On-site; AUD 80,000 - 110,000; Full time

Job summary

Syfe is APAC’s leading digital wealth platform, empowering people to build their wealth for a better future. As a Senior Customer Advocate, you’ll champion an exceptional customer experience and coach a team of Customer Advocates across AU and India, fostering a customer-first culture and driving continuous improvement using data and AI tools.

You’ll join a hands-on coaching environment focused on solving problems, mentoring others, and delivering high-quality customer interactions that align

Responsibilities

• Be the voice of the customer — support Selfwealth customers and advisers with empathy, clarity and speed.
• Lead customer-centric initiatives throughout the organisation to prioritise customer satisfaction and loyalty.
• Champion customer-centric thinking across the business, and partner with other teams across AU, Singapore & India to resolve issues at the root, not just the symptom to achieve great customer outcomes.
• Coach a team of Customer Advocates in AU & India, building their technical knowledge, communication skills, customer centricity and confidence.
• Be the go-to for real-time guidance on tricky or sensitive interactions and help the team adapt to new products and processes.
• Lead by example to drive team performance — your own customer interactions should set the standard.
• Own the smooth running of onboarding customers to our platform, account maintenance, trading and all other daily tasks, ensuring Service Levels and Quality goals are met.
• Provide support or step in on escalated calls and interactions, turning frustrated customers into loyal ones, ensuring concerns are addressed professionally and efficiently.
• Keep our Help Centre content and supporting information sharp, accurate and genuinely useful.
• Partner cross-functionally to design and roll out better ways of working.
• Leverage AI tools and technologies to continuously identify optimisation opportunities, streamline workflows, and enhance the quality and efficiency of customer support processes.

Job description

Syfe is APAC’s leading digital wealth platform, empowering people to build their wealth for a better future. As a Senior Customer Advocate, you’ll champion an exceptional customer experience and coach a team of Customer Advocates across AU and India, fostering a customer-first culture and driving continuous improvement using data and AI tools.

You’ll join a hands-on coaching environment focused on solving problems, mentoring others, and delivering high-quality customer interactions that align