Customer Resolutions Specialist in Sydney

Superhero is an award-winning Australian investment platform built for the new generation of investors. Our mission is to make investing affordable, accessible and understandable for everyone. Today we're helping over 450,000 investors and superannuation members build their wealth, with more than $4 billion in assets under management.

We're now scaling our superannuation business and we're looking for sharp, collaborative minds to help us do it.

About the role

We're hiring a Customer Resolutions Specialist to manage customer complaints end-to-end. You'll work closely with the Customer Operations and Compliance teams, ensure we meet our regulatory obligations and help translate complaint trends into business improvements.

Key responsibilities

• Review, record, elevate and resolve customer complaints within required timelines.
• Draft clear, professional responses including acknowledgement emails and IDR (Internal Dispute Resolution) letters.
• Manage AFCA (Australian Financial Complaints Authority) escalations in collaboration with the Compliance team.
• Maintain accurate complaint records and support reporting obligations to senior management and risk forums.
• Identify systemic issues and provide feedback to teams to reduce recurring complaints.
• Build trusted relationships across the business and drive awareness of complaint trends and emerging risks.

Required experience, qualifications and attributes

• 2-3 years in complaints management in financial services or a similar regulatory environment.
• Strong understanding of complaints management frameworks, including AFCA and ASIC RG 271 (the regulatory guidance governing complaints handling for financial services firms).
• Exceptional written and verbal communication skills, including the ability to draft IDR responses (experience with AFCA submissions is a bonus).
• Ability to empathise with customers, including those in vulnerable circumstances, while managing expectations clearly.
• Analytical mindset with the ability to identify root causes and recommend process improvements.
• Strong attention to detail and ability to manage multiple cases under tight deadlines.
• Tertiary qualification in law, finance or a related field is desirable.
• Full working rights in Australia are required; sponsorship is not available for this role.

What we offer

Aside from a market leading salary package, you'll gain global market experience and work with talented peers at a company leading the convergence of tech and financial services. We offer a balanced and flexible work-life environment through our office-first hybrid model, a modern CBD office with snacks, drinks and a welcoming atmosphere, and an Employee Assistance Program providing mental wellbeing resources, coaching and therapy.

Our values

• We do the right things, always: We lead with transparency and accountability and always do what's right for our customers.
• We're never done: We have a bias for action and a hunger for growth.
• There's no 'i' hero: We're team-first and believe in owning the problem and sharing our success together.
• We innovate courageously: We start with "how" and "why not" and we don't settle for the status quo.

We are committed to fostering a diverse and inclusive workplace and believe that different perspectives lead to better outcomes. If you're passionate, innovative, and aligned with our values, we're excited to have you on board. Help us shape the future of fintech investment and empower our clients to achieve their financial goals.

You will need to have the rights to legally work in Australia, sponsorship options are not available for this role.