Senior Customer Success Specialist — Fintech Scale-Up

Kernel Wealth Limited; Auckland; Sur place; NZD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Health insurance

Parental leave top-up

Professional development support

Extra staff holidays

Office snacks

Dog-friendly environment

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

SaaS customer support

Intercom

Communication

Data-driven decisions

AI and automation

Outils

Intercom

Zendesk

Freshdesk

HubSpot

Salesforce Service Cloud

Description du poste

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.