Customer Success Specialist

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.

You’ll be great if you bring

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. Why You’ll love it at Kernel 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 Join our team 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.