{"id":1232654,"url":"https://alion.io/job/syfe-senior-customer-advocate-australia","title":"Senior Customer Advocate - Australia","company":{"id":6484,"name":"Syfe","domain":"syfe.com","url":"https://alion.io/company/syfe","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Legal","role_family":"Legal","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":82000,"max_usd":225000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2992},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-25T15:25:04Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-29T20:38:20Z","board_verified":true,"closed_at":null,"days_open":34,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":34},"description":"Who are we?\nSyfe 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.\nWhat you’ll do\nAs a Senior Customer Advocate, you'll champion an exceptional customer experience and help build a customer-first culture across the Customer Service team.\nYou'll coach and support Customer Advocates, model best-in-class service, and drive the continuous improvement that keeps our support experience ahead of the curve.\nThis is a hands-on coaching role for someone who loves solving problems, mentoring others, and using data and AI tools to enhance and streamline the customer experience.\nKey Responsibilities\nCustomer Advocacy\n Be the voice of the customer - support Selfwealth customers and advisers with empathy, clarity and speed.\nLead customer-centric initiatives throughout the organisation to prioritise customer satisfaction and loyalty.\nChampion customer-centric thinking across the business, and partner with other teams across AU, Singapore & India to resolve issues at the root, not just the symptom to achieve great customer outcomes.\nCoaching & Team Support\nCoach a team of Customer Advocates in AU & India, building their technical knowledge, communication skills, customer centricity and confidence.\nBe the go-to for real-time guidance on tricky or sensitive interactions and help the team adapt to new products and processes. \nLead by example to drive team performance - your own customer interactions should set the standard. \nDay to Day Operations\nOwn the smooth running of onboarding customers to our platform, account maintenance, trading and all other daily tasks, ensuring Service Levels and Quality goals are met.\nProvide support or step in on escalated calls and interactions, turning frustrated customers into loyal ones, ensuring concerns are addressed professionally and efficiently.\nContinuous Improvement\nKeep our Help Centre content and supporting information sharp, accurate and genuinely useful.\nPartner cross-functionally to design and roll out better ways of working.\nLeverage AI tools and technologies to continuously identify optimisation opportunities, streamline workflows, and enhance the quality and efficiency of customer support processes.\nHow we work\nAt Syfe, we live by the 3Hs:\nHumility: We don’t have all the answers, so we seek feedback, embrace challenges and encourage diverse perspectives to continuously improve and grow together.\nHunger: We set high standards for ourselves, looking to learn, grow and multiply our impact, while appreciating every opportunity and success along the way.\nHustle: We drive results collaboratively with passion and perseverance, pushing the limits of innovation to ensure the best outcomes and solutions for our customers.\nWhat you’ll bring\nExperience\nMinimum 3-5 years’ experience in day-to-day customer facing roles, ideally in the wealth industry.\nA track record of coaching or informally leading others toward better performance.\nSharp problem-solving instincts and comfort making judgment calls in ambiguous situations.\nGenuine curiosity about how AI and automation can improve customer experience and willingness to learn how to embed it.\nExcellent written and verbal communication, with an eye for detail that shows up in your work.\nSound judgement and high ethical standards, with a solid understanding of the compliance obligations, regulations and internal policies relevant to the role.\nCome As You Are\nWe believe in the power of diversity and are dedicated to creating a welcoming and innovative environment for all our employees. So we embrace and encourage applications from candidates of all backgrounds and provide equal employment opportunities for all.\nDue to the volume of applications, we regret that only shortlisted candidates will be notified.","description_format":"text","description_chars":4128,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Investing Apps & Robo-Advisors"],"lifecycle":[{"event":"open","at":"2026-09-25T15:25:04Z"}],"visa":[],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.346,"p_room":0.35,"age_days":33,"expected_fill_days":6,"reasons":["conf:3","velocity","win:tail"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/syfe-senior-customer-advocate-australia","json_url":"https://alion.io/job/syfe-senior-customer-advocate-australia.json","meta":{"generated_at":"2026-10-29T23:11:37Z","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":34231,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"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":6484},"rest":"https://alion.io/mcp/rest/get_company?id=6484"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsyfe-senior-customer-advocate-australia"},{"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%2Fsyfe-senior-customer-advocate-australia"},{"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%2Fsyfe-senior-customer-advocate-australia"},{"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/syfe-senior-customer-advocate-australia\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsyfe-senior-customer-advocate-australia"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1232654}},{"tool":"search_jobs","arguments":{"company":"syfe.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1232654},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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