Customer Support Representative

About etoro:

etoro is the platform where you can trade, invest, save, and spend. Founded in 2007 with the vision of a world where everyone can trade and invest in a simple and transparent way, we've built a regulated, Nasdaq-listed platform used by millions of people in 75 countries.

We believe there is power in shared knowledge. By combining the collective intelligence of our community with AI-powered tools, we've created a collaborative investment community designed to help you grow your knowledge and wealth.

On etoro, you can hold a range of traditional and innovative assets and choose how you invest: trade directly, invest in a portfolio, copy other investors, or invest with an AI agent. Visit our Media Centre for the latest news.

You can find out more about eToro here.

In 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.

We offer three core products:

• Spaceship Super – a superannuation fund designed for members who want a simpler, more transparent approach to retirement savings
• Spaceship Voyager – managed investment portfolios tailored to different investing timeframes and risk appetites
• Spaceship US Investing – a self-directed brokerage platform for members wanting direct access to US markets

We’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.

What will you be doing?

For 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.

You'll join a dedicated CX team supporting members across all Spaceship products. Your day-to-day responsibilities include:

• Handling member enquiries via email, chat, and phone – answering questions about account features, product functionality, account management, and transactional issues
• Solving account-specific problems – assisting with deposits, withdrawals, account updates, identity verification, and other operational queries
• Managing complaints and feedback – handling complaints professionally and compassionately, escalating appropriately to compliance and management
• Providing informed support – drawing on product knowledge, internal systems, and escalation pathways to give members accurate, timely answers
• Supporting product and operational improvements – connecting member feedback with the business to drive insights and iterations
• Maintaining compliance standards – ensuring all communications align with financial services regulations, ASIC guidance, and Spaceship's policies
• Embracing AI tools – using AI-powered support tools to resolve customer enquiries faster, improve response quality, and free up time for complex, high-value interactions

You'll have access to internal tools that enable you to support members effectively and escalate complex issues to the right teams.

Requirements

• In 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.We offer three core products:
  • Spaceship Super – a superannuation fund designed for members who want a simpler, more transparent approach to retirement savings
  • Spaceship Voyager – managed investment portfolios tailored to different investing timeframes and risk appetites
  • Spaceship US Investing – a self-directed brokerage platform for members wanting direct access to US markets
  We’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.What will you be doing?For 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.You'll join a dedicated CX team supporting members across all Spaceship products. Your day-to-day responsibilities include:
  • Handling member inquiries via email, chat, and phone – answering questions about account features, product functionality, account management, and transactional issues
  • Solving account-specific problems – assisting with deposits, withdrawals, account updates, identity verification, and other operational queries
  • Managing complaints and feedback – handling complaints professionally and compassionately, escalating appropriately to compliance and management
  • Providing informed support – drawing on product knowledge, internal systems, and escalation pathways to give members accurate, timely answers
  • Supporting product and operational improvements – connecting member feedback with the business to drive insights and iterations
  • Maintaining compliance standards – ensuring all communications align with financial services regulations, ASIC guidance, and Spaceship's policies
  • Embracing AI tools – using AI-powered support tools to resolve customer enquiries faster, improve response quality, and free up time for complex, high-value interactions
  You'll have access to internal tools that enable you to support members effectively and escalate complex issues to the right teams.

Our Hiring Philosophy:

At etoro, AI is changing how we build, work and make decisions, and our hiring approach reflects that. We are building an AI-first organisation where people are encouraged to use AI thoughtfully.

That starts with how we hire. Throughout our recruitment process, we may use AI-enabled tools, including interview notetakers and other technologies that help us capture information accurately, improve consistency and create a better experience for candidates and interviewers. These tools support our feedback and assessment outcomes. Hiring decisions remain grounded in running fair and consistent interview processes, human judgement, critical thinking, and thorough evaluation of experience, ability and motivation that are aligned to our business and role requirements.

We also want candidates to be comfortable working with AI. Depending on the role, we may explore how you use AI tools in your day-to-day work, how you think about their opportunities and limitations, and how you would contribute to etoro’s continued AI build-out.

For us, being AI-first is not about replacing human judgement. It is about combining human expertise, creativity and accountability with technology that helps us do our best work and accelerate our growth. In the end, that's what we're hiring for: human insight, supercharged by AI.