Customer Success Specialist

About the Position

As we scale, we’re looking for a Customer Success Specialist to elevate our customer experience.

Kernel is growing! We’ve grown 100%+ year on year for the past six years. With 50K customers today and growth on track to reach 100K by the end of next year.

Our Customer team is largely office-based, as we find we do our best work when we’re together - collaborating, learning and building a strong, connected culture while delivering great outcomes for our customers.

Responsibilities

• Deliver high-quality customer support via phone, email, and chat.
• Clearly explain investment concepts, KiwiSaver, and savings products in plain English.
• Identification and recording of reoccurring themes and issues to improve efficiencies.
• Make proactive outbound calls to support onboarding and customer success.
• Partner with the AML Compliance Officer to ensure customer interactions meet AML/CFT requirements.
• Follow AML/CFT processes, including customer verification and enhanced due diligence where required.
• Maintain accurate records in HubSpot and support daily operational tasks such as deposits and account verification.

Requirements

• 1+ years’ experience in SaaS customer support or customer success, or NZ financial services (banking, wealth, fintech, or similar), ideally supporting a digital product or platform.
• Hands-on experience with Intercom (or similar SaaS CX platforms such as Zendesk, Freshdesk, HubSpot or Salesforce Service Cloud).
• Strong written and verbal communication skills.
• Comfortable using data to identify trends and enhance customer experience.
• A natural problem-solver - you help improve systems, not just one-off issues.
• Flexible and comfortable working in a fast-moving, evolving environment.
• Mission-driven and aligned with Kernel’s values.

We Offer

• Shape investment products in a way no other fintech in New Zealand is approaching, connecting everyday financial goals with intuitive and customer-centric design.
• Contribute to a platform trusted by tens of thousands of Kiwis, helping them feel more confident and in control of their money.
• Join a team built on trust, collaboration, and flexibility, where feedback is constructive and everyone has a voice.
• Competitive compensation package.
• Extra staff holidays, office snacks, coffee, and a dog-friendly environment.

About the Company

Kernel Wealth is a growing fintech company on a mission to help Kiwis build wealth, improve financial literacy, and create lasting saving and investing habits. Our investment platform makes investing simple and accessible, with tools and guidance to support long-term financial goals.

We’re at an exciting stage, scaling fast, expanding our team, and building the foundations for the next phase of growth. Our culture is collaborative, hands-on, and ambitious. Things move quickly here, and every person plays a key role in shaping what we become.

Founded in 2019, Kernel is based in Auckland, New Zealand, and currently employs 41 people.

Apply

Not sure you meet every requirement? We encourage you to apply. We value growth, impact, and mindset just as much as specific experience. If this opportunity sounds like you, send us your cover letter explaining why you’re excited about the role and working at Kernel, along with your CV.

Visit our careers page for more on working at Kernel and follow us on LinkedIn & Instagram to stay connected.