Mars Recruitment is partnering with one of Australia's fastest-growing financial services providers to find a Customer Support professional to join an expanding team in Sydney. This role offers a fantastic opportunity to learn, collaborate across departments, and help shape the customer journey in a fast-moving and innovative environment. The role involves a mix of customer service across live chat, social channels, email, and phone, with chat and email being the most common. Please note that this is a full-time, in-office position, and the successful candidate will work onsite as part of the core customer support team. Key Responsibilities: Take ownership of customer enquiries and deliver a best-in-class experience. Respond across multiple channels (email, chat, phone, social media) while meeting service level agreements. Troubleshoot and resolve customer issues relating to accounts, transactions, or onboarding processes. Collaborate with product, engineering, operations, compliance, and sales teams to resolve complex queries. Represent the customer voice by gathering feedback and providing insights to improve products and processes. Escalate technical issues to engineering, track progress, and keep customers updated. Maintain and update support documentation and knowledge base content. Ensure compliance with policies, workflows, and risk management practices. Key Requirements: 2 years' experience in a high-performing customer support/call centre role (financial services or superannuation experience advantageous). Strong written and verbal communication skills, with the ability to simplify technical concepts into clear language. RG146 advantageous, not essential. High attention to detail and excellent time management. Tech-savvy, with an interest in automation and process improvement. Results-driven, able to consistently meet KPIs. If you're passionate about customer service, enthusiastic about finance and investing, and are looking for a full-time permanent role in Sydney, this is a great opportunity for you! Feel free to email your CV directly to - [email protected]