Senior Customer Service - Australia

Syfe; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Syfe is seeking a Senior Customer Advocate to champion a best-in-class customer experience and help shape a customer-first culture across the Customer Service team.

You will coach and support Customer Advocates, model best-in-class service, and drive continuous improvement that keeps our support experience ahead of the curve. This hands-on role involves mentoring, solving problems, and using data and AI tools to enhance customer interactions.

Qualifications

• Minimum 3-5 years' experience in day-to-day customer facing roles, ideally in the wealth industry.
• A track record of coaching or informally leading others toward better performance.
• Sharp problem-solving instincts and comfort making judgment calls in ambiguous situations.
• Genuine curiosity about how AI and automation can improve customer experience and willingness to learn how to embed it.
• Excellent written and verbal communication, with an eye for detail that shows up in your work.
• Sound judgement and high ethical standards, with a solid understanding of the compliance obligations, regulations and internal policies relevant to the role.

Responsibilities

• Be the voice of the customer - support Selfwealth customers and advisers with empathy, clarity and speed.
• Lead customer-centric initiatives across AU, Singapore & India 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.

Skills

Coaching

Customer experience

Problem solving

Communication skills

Ethical judgement

Regulatory compliance

Curiosity about AI

Job description

Who are we?

Syfe is APAC's leading digital wealth platform, empowering people to build their wealth for a better future. Managing well over US $10 billion in assets and built on the pillars of access, advice and affordability, the platform caters to the different wealth needs of individuals with diversified portfolios, cash management solutions and brokerage. Syfe has operations in Singapore, Hong Kong and Australia, and is approaching half a million users.

What you'll do

As a Senior Customer Advocate, you'll champion an exceptional customer experience and help build a customer-first culture across the Customer Service team.

You’ll coach and support Customer Advocates, model best-in-class service, and drive the continuous improvement that keeps our support experience ahead of the curve.

This is a hands-on coaching role for someone who loves solving problems, mentoring others, and using data and AI tools to enhance and streamline the customer experience.

Key Responsibilities

Customer Advocacy

• 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.

Coaching & Team Support

• 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.

Day to Day Operations

• 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.

Continuous Improvement

• 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.

How we work

At Syfe, we live by the 3Hs:

• Humility: We don't have all the answers, so we seek feedback, embrace challenges and encourage diverse perspectives to continuously improve and grow together.
• Hunger: We set high standards for ourselves, looking to learn, grow and multiply our impact, while appreciating every opportunity and success along the way.
• Hustle: We drive results collaboratively with passion and perseverance, pushing the limits of innovation to ensure the best outcomes and solutions for our customers.

What you'll bring

Experience

• Minimum 3-5 years' experience in day-to-day customer facing roles, ideally in the wealth industry.
• A track record of coaching or informally leading others toward better performance.
• Sharp problem-solving instincts and comfort making judgment calls in ambiguous situations.
• Genuine curiosity about how AI and automation can improve customer experience and willingness to learn how to embed it.
• Excellent written and verbal communication, with an eye for detail that shows up in your work.
• Sound judgement and high ethical standards, with a solid understanding of the compliance obligations, regulations and internal policies relevant to the role.

Come As You Are

We believe in the power of diversity and are dedicated to creating a welcoming and innovative environment for all our employees. So we embrace and encourage applications from candidates of all backgrounds and provide equal employment opportunities for all.

Due to the volume of applications, we regret that only shortlisted candidates will be notified.