{"id":2493870,"url":"https://alion.io/job/etoro-customer-support-representative","title":"Customer Support Representative","company":{"id":49214,"name":"eToro","domain":"etoro.com","url":"https://alion.io/company/etoro","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":46000,"max_usd":95000,"period":"year","method":"role_country_seniority_unknown","sample_n":45},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-09T03:50:36Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-18T16:54:20Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Description\nIn 2024, eToro acquired Spaceship, strengthening eToro's presence in the Australian market and expanding into the superannuation and long-term savings sector. eToro has created an intuitive Social Trading platform that gives traders and investors access to global stock markets, with over 40 million users worldwide across 75+ countries. This brings exciting opportunities for integration and growth across the region. At Spaceship, we're on a mission to transform the way people think about and invest their money. Since 2017, we've grown to more than 200,000 members and surpassed $1.9 billion in funds under management.\nWe offer three core products:\nSpaceship Super - a superannuation fund designed for members who want a simpler, more transparent approach to retirement savings\nSpaceship Voyager - managed investment portfolios tailored to different investing timeframes and risk appetites\nSpaceship US Investing - a self-directed brokerage platform for members wanting direct access to US markets\nWe’re an AI-first company. That means AI isn’t an add-on - it’s built into how we work, how we build, and how we support our customers. We’re looking for people who share our belief that AI, used thoughtfully, makes financial services faster, smarter, and more human.\nWhat will you be doing?\nFor a fintech business built on trust, our Customer Support team is essential. You'll be the frontline of that trust - the person members turn to when they have questions, the voice that solves problems, and the ear that captures insights for the broader business.\nYou'll join a dedicated CX team supporting members across all Spaceship products. Your day-to-day responsibilities include:\nHandling member enquiries via email, chat, and phone - answering questions about account features, product functionality, account management, and transactional issues\nSolving account-specific problems - assisting with deposits, withdrawals, account updates, identity verification, and other operational queries\nManaging complaints and feedback - handling complaints professionally and compassionately, escalating appropriately to compliance and management\nProviding informed support - drawing on product knowledge, internal systems, and escalation pathways to give members accurate, timely answers\nSupporting product and operational improvements - connecting member feedback with the business to drive insights and iterations\nMaintaining compliance standards - ensuring all communications align with financial services regulations, ASIC guidance, and Spaceship's policies\nEmbracing AI tools - using AI-powered support tools to resolve customer enquiries faster, improve response quality, and free up time for complex, high-value interactions\nYou'll have access to internal tools that enable you to support members effectively and escalate complex issues to the right teams.\nRequirements\nEssential Requirements\n2+ years in B2C customer support, customer success, or customer-facing roles in a professional services or financial services environment\nExperience with customer support platforms (CRM, ticketing systems, live chat, phone systems)\nSolid understanding of financial products and services - superannuation, managed investments, and/or trading platforms are a plus\nAbility to communicate complex concepts clearly in writing and verbally\nStrong attention to detail and compliance awareness\nAI-curious - you’re excited about how AI is changing customer support and want to be at the forefront of that shift, not just along for the ride\nFull working rights in Australia\nYou'll thrive if you are:\nCurious and thorough - you dig into problems, ask good questions, and follow through until they're resolved\nEmpathetic and patient - you understand that members come from different backgrounds with different levels of financial literacy, and you meet them where they are\nProactive and resourceful - you don't wait to be told what to do; you identify gaps and bring solutions\nA clear communicator - you can explain complex processes in plain language without being condescending\nCollaborative - you work well with a small, distributed team and escalate effectively to other departments\nCommitted to continuous learning - fintech and financial services move fast; you stay curious and adapt\nDetail-oriented with strong systems thinking - you spot errors and understand how changes in one area affect others\nNice to have (we can help you develop):\nRG146 accreditation or willingness to obtain it - we'll support the right candidate\nExperience in fintech, banking, or investment platforms\nExperience managing sensitive or emotionally charged interactions (complaints, disputes, member distress)\nFamiliarity with superannuation regulations or ASIC guidance\nPerks and benefits\nCompetitive salary\nFlexibility - 2 days per week working from home\nHealth and wellness benefits\nProfessional development opportunities including financial services training and accreditations\nExposure to product development - your feedback directly influences how we build for members\nBe part of a growing fintech company with global reach (eToro ecosystem) and local focus\nAccess to AI tools, training, and a culture that actively encourages experimenting with new technology\nLocation and logistics\nSydney office-based with hybrid flexibility (2 days remote per week). We're located in the CBD and easy to access via public transport. Full working rights in Australia required.\nThe eToro advantage\nAs part of the eToro family, you'll have opportunities to collaborate with a global fintech leader serving 40+ million users across 75+ countries. This means exposure to cutting-edge technology, diverse customer bases, and career development pathways within a much larger organisation - while maintaining Spaceship's distinct brand and customer focus in the Australian market.","description_format":"text","description_chars":5841,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Professional development"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Online Brokerage & Trading Platforms","Forex & CFD Brokers"],"lifecycle":[{"event":"open","at":"2026-10-14T03:56:05Z"}],"visa":[],"liveness":{"score":72,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.763,"p_room":0.945,"age_days":8,"expected_fill_days":20,"reasons":["conf:1","win:mid"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/etoro-customer-support-representative","json_url":"https://alion.io/job/etoro-customer-support-representative.json","meta":{"generated_at":"2026-10-18T19:55:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24003,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":49214},"rest":"https://alion.io/mcp/rest/get_company?id=49214"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fetoro-customer-support-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fetoro-customer-support-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fetoro-customer-support-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/etoro-customer-support-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fetoro-customer-support-representative"}]}