Senior Customer Success Specialist

Kernel Wealth Limited; Auckland; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Parental leave top-up

Professional development support

Extra staff holidays

Office snacks

Dog-friendly environment

Job summary

Kernel Wealth is a growing NZ fintech seeking a Senior Customer Success Specialist to elevate customer experience. You’ll work daily with customers and cross-functional teams to shape ways of working in a collaborative, fast-moving environment.

We’re office-based, focused on delivering outstanding outcomes while building a connected culture. The role involves onboarding, problem-solving, and advancing AI-driven improvements across support processes.

Qualifications

• 3+ years' experience in SaaS customer support or customer success.
• Experience supporting a digital product or platform.
• Strong written and verbal communication skills.
• Analytical and data-driven mindset.
• Experience with AI/automation to enhance CX.

Responsibilities

• Deliver high-quality customer support via phone, email, and chat.
• Clearly explain investment concepts, KiwiSaver, and savings products.
• Manage the complaints register with empathy and accuracy.
• Triage and prioritise team workload.
• Identify recurring themes to improve efficiencies.
• Advance AI initiatives to enhance the customer experience.
• Support help centre content and process guides.
• Make proactive outbound calls to support onboarding.
• Partner with AML Compliance to ensure AML/CFT compliance.
• Follow AML/CFT processes including verification when required.
• Maintain records in HubSpot and support daily tasks such as deposits and verifications.

Skills

SaaS customer support

Intercom

Communication

Data-driven decisions

AI and automation

Tools

Intercom

Zendesk

Freshdesk

HubSpot

Salesforce Service Cloud

Job description

Kernel is growing! We've grown 100%+ year on year for the past six years. With 50K customers today and growth on track to reach 100K by the end of next year.

As we scale, we're looking for a Senior Customer Success Specialist to elevate our customer experience. You'll work closely with our customers each day, as well as the wider team in shaping our future ways of working. This is a great role for someone who is completely customer obsessed!

Our Customer team is largely office-based, as we find we do our best work when we're together - collaborating, learning and building a strong, connected culture while delivering great outcomes for our customers.

About Kernel

Kernel Wealth is a growing fintech company on a mission to help Kiwis build wealth, improve financial literacy, and create lasting saving and investing habits. Our investment platform makes investing simple and accessible, with tools and guidance to support long-term financial goals.

We're at an exciting stage, scaling fast, expanding our team, and building the foundations for the next phase of growth. Our culture is collaborative, hands-on and ambitious. Things move quickly here, and every person plays a key role in shaping what we become.

What you'll do:

• Deliver high-quality customer support via phone, email, and chat.

• Clearly explain investment concepts, KiwiSaver, and savings products in plain English.

• Manage the customer complaints register, responding to all enquiries with empathy, fairness, and attention to detail.

• Triage and prioritisation of team workload.

• Identification and recording of reoccurring themes and issues to improve efficiencies.

• Advance our AI initiatives to enhance the customer experience.

• Support with help centre content, process guides and templates.

• Make proactive outbound calls to support onboarding and customer success.

• Partner with the AML Compliance Officer to ensure AI and customer interactions meet AML/CFT requirements.

• Follow AML/CFT processes, including customer verification and enhanced due diligence where required.

• Maintain accurate records in HubSpot and support daily operational tasks such as deposits and account verification.

You'll be great if you bring:

• Experience in the NZ financial services (banking, wealth, fintech, or similar).

• 3+ years' experience in SaaS customer support or customer success, ideally supporting a digital product or platform.

• Hands-on experience with Intercom (or similar SaaS CX platforms such as Zendesk, Freshdesk, HubSpot or Salesforce Service Cloud).

• Strong written and verbal communication skills.

• Analytical and comfortable using data and trends to drive better outcomes.

• A natural problem-solver - you help improve systems, not just one-off issues.

• AI and automation experience to improve customer satisfaction.

• Background supporting customers of a SaaS product or digital platform, ideally in a fast-growing or scale-up environment.

• Flexible and comfortable working in a fast-moving, evolving environment.

• Mission-driven and aligned with Kernel's values.

Why You'll love it at Kernel

• Connecting Kiwis with investment products that are designed in a way no other fintech in New Zealand is approaching, connecting everyday financial goals with intuitive, customer-first experiences.

• Contribute to a platform trusted by tens of thousands of Kiwis, helping them feel more confident and in control of their money.

• Execute across a broad range of Kernel's Customer function initiatives, with the autonomy to test improvements, learn from customer insights, and scale what enhances the overall experience.

• Join a team built on trust, collaboration, and flexibility, where feedback is constructive and everyone has a voice.

• Competitive compensation package

• Health insurance, parental leave top-up, and professional development support

• Extra staff holidays, office snacks, coffee, and a dog-friendly environment