About the role
Our customers range from people making their first-ever investment to experienced investors managing significant KiwiSaver and fund balances. As a Customer Success Specialist, you're often the first person they speak to, and your job is to make sure every conversation leaves them better informed, more confident and well looked after.
You'll work across phone, email and chat, resolving enquiries, owning first-line complaints and managing KiwiSaver processes such as financial hardship withdrawals. You'll report to our Customer Success Team Lead and work closely with Operations, Compliance and Product, turning what customers tell us into insight the wider team can act on. This is a hands-on service role: you'll explain our products clearly, but you won't give personalised financial advice.
Our Customer Success team is largely office-based, as we do our best work together: collaborating, learning and building a strong, connected culture while delivering great outcomes for our customers.
About Kernel
We're a 100% Kiwi owned and operated fintech on a mission to make wealth accessible for every Kiwi. Our investment platform brings together KiwiSaver, Managed Funds, US shares and ETFs, and Smart Saver accounts, all in one place, and is trusted by 85,000+ investors.
We're at an exciting stage: scaling fast, expanding our team and building the foundations for what's next. Our culture is collaborative, hands-on and ambitious, built on trust, innovation and saying it like it is. Things move quickly here, and every person plays a key role in shaping our future.
What you'll do
• Resolve inbound phone, email and chat enquiries with warmth, accuracy and pace, adapting to each customer's investing experience
• Explain fees, fund structures, KiwiSaver rules and PIE tax in simple, jargon-free language
• Make outbound calls that help customers take their next step
• Own complaints from first contact through to close, escalating complex or sensitive matters with clear context
• Keep the complaints register accurate, complete and up to date
• Manage KiwiSaver processes, including financial hardship withdrawal applications, in line with scheme rules
• Support daily operations, including manual accounts, identity verification, deposit processing, exception handling and PEP checks
• Keep our Intercom help content current and record clear file notes in HubSpot for every meaningful interaction
• Share recurring customer friction points with Product and Operations, and test simpler ways of working
• Apply our AML/CFT procedures consistently and flag exceptions to our AML/CFT Compliance Officer
You'll be great if you bring
• 2+ years' experience in customer service or customer success, ideally in financial services, fintech or another regulated environment
• Hands-on experience with CRM and customer support platforms such as HubSpot or Intercom
• A working understanding of investing, managed funds and KiwiSaver, and the ability to explain them simply
• Confidence handling conversations across phone, email and chat, including difficult or emotional ones
• Empathy and care for customers who are anxious or under financial pressure
• Strong written communication, attention to detail and disciplined record keeping
• An ownership mindset: you prioritise well and fix the cause, not just the one-off issue
• A clear sense of the line between general product information and personalised financial advice
Bonus things you could bring
• Working knowledge of NZ KiwiSaver rules or AML/CFT obligations
• Experience managing complaints or writing help-centre content in a regulated business
• A genuine interest in personal finance and investing
Why you'll love it at Kernel
• Help Kiwis feel more confident and in control of their money, often at the moments that matter most to them
• Grow your expertise and career in a Customer Success team that's scaling and building new structure
• Shape how we work as we invest in automation and smarter tools for the team
• Learn alongside experienced colleagues across Customer Success, Operations, Compliance and Product
• Join a team built on trust, collaboration and flexibility, where feedback is constructive and everyone has a voice
• Competitive pay, reviewed annually, plus an annual performance bonus
• Southern Cross health insurance that covers pre-existing conditions, with discounted cover for your family
• A 13-week parental leave top-up to full pay, and free, confidential wellbeing support through our EAP
• Professional development support and a learning budget
• Extra Kernel holidays, office snacks, coffee and a dog-friendly office
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.