Customer Advocate - Australia

About us 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 Great customer experiences don't happen by accident, they're built by people who care, stay curious, and aren't afraid of change. At Selfwealth by Syfe, we're redefining how everyday people get started with investing. Our platform is built to simplify trading, and we're growing fast, which means we're constantly rolling out new features, improvements, and smarter ways of doing things. As a Customer Service Representative, you'll sit at the intersection of customers and product. You'll support customers with questions about our product, its features, and their own activity on the platform, and guide them through ongoing platform changes as we evolve. Just as importantly, you'll feed real customer insights back into the business, helping shape improvements and influence what we build next. This role is ideal for someone who thrives in a dynamic environment, enjoys learning on the fly, and brings a mindset of how can this be better? If you're excited by innovation, growth, and making a genuine impact on customers' confidence and success, you'll feel right at home here. Key responsibilities Customer Advocacy and Services Support customers across phone, chat and email, providing clear, confident and empathetic help Guide customers through onboarding, account updates, trading and platform-related questions Build trust with customers through thoughtful communication and strong follow-through Work closely with internal teams to resolve customer issues end-to-end Identify recurring customer pain points and proactively raise opportunities to improve processes and experiences Act as a strong advocate for the customer in internal conversation. What we're looking for You genuinely enjoy talking to customers and helping them solve problems You're confident communicating across phone, chat and email You bring a calm, positive and solutions-focused approach — even when things are complex You take ownership and follow issues through to resolution You're curious and willing to challenge and improve processes when they create friction for customers You are already using, or have a keen interest in leveraging AI tools to improve workflow Experience 1-2 years experience in a customer-facing role, ideally supporting customers via phone, chat and email Experience in financial services, fintech, or another digital platform environment Exposure to onboarding, account maintenance or platform support is a plus Comfortable learning new systems and explaining complex information in simple, human terms 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. How we invest in you Hybrid work and modern offices Learning budget and clear pathways for career growth Wellbeing support and flexible leave You'll join a team that values ownership, curiosity and continuous improvement. You'll work across the full customer journey, have a genuine voice in improving how things work, and help customers invest with confidence — which really matters. If you're excited about this role, we'd love to hear from you.