Senior Customer Support Specialist

About the Position

Senior Customer Support Specialist

Be the customer-first backbone of Kernel’s fast-growing fintech. Elevate support with empathy, clarity, and smart service.

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.

As we scale, we’re looking for a Senior Customer Success Specialist to elevate our customer experience. You’ll work closely with our customers each day, as well as the wider team in shaping our future ways of working. This is a great role for someone who is completely customer obsessed!

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.
• Manage the customer complaints register, responding to all enquiries with empathy, fairness, and attention to detail.
• Triage and prioritization of team workload.
• Identification and recording of recurring themes and issues to improve efficiencies.
• Advance our AI initiatives to enhance the customer experience.
• Support with help center content creation, process guides, and templates.
• Make proactive outbound calls to support onboarding and customer success.
• Partner with the AML Compliance Officer to ensure AI and 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

• 3+ 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.
• Analytical and comfortable using data and trends to drive better outcomes.
• A natural problem-solver - you help improve systems, not just one-off issues.
• AI and automation experience to improve customer satisfaction.
• Background supporting customers of a SaaS product or digital platform, ideally in a fast-growing or scale-up environment.
• Flexible and comfortable working in a fast-moving, evolving environment.
• Mission-driven and aligned with Kernel’s values.

We Offer

• Connecting Kiwis with investment products that are designed in a way no other fintech in New Zealand is approaching, connecting everyday financial goals with intuitive, customer-first experiences.
• Contribute to a platform trusted by tens of thousands of Kiwis, helping them feel more confident and in control of their money.
• Execute across a broad range of Kernel’s Customer function initiatives, with the autonomy to test improvements, learn from customer insights, and scale what enhances the overall experience.
• Join a team built on trust, collaboration, and flexibility, where feedback is constructive and everyone has a voice.
• Competitive compensation package
• Health insurance, parental leave top-up, and professional development support
• Extra staff holidays, office snacks, coffee, and a dog-friendly environment

About the Company

Kernel Wealth

Kernel is on a mission to help everyone become wealthier. We’re a platform offering a range of investment products and innovative tools and technology to grow wealth - with ease and all in one place.

We’re passionate about leveraging technology and our financial expertise to create the best way to grow and manage money. Our trusted passive investment approach takes the guesswork out of creating a diversified portfolio while remaining cost-effective and accessible.

We help busy and ambitious Kiwis including families, individuals, iwi groups, and charitable trusts achieve their goals, gain financial stability, and unlock more opportunities.

Founded in 2019, Kernel has 41 co-workers and is using Teamtailor as their applicant tracking system.

How to 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: kernelwealth.co.nz/our-team for more on working at Kernel and follow us on LinkedIn & Instagram to stay connected.