Caruso is the AI-native fund administration platform for private markets. We replace legacy systems with modern software and integrated services — helping fund managers save time, impress investors, and grow AUM.

Since launching just over two years ago, Caruso has grown to $50B+ in assets, 500+ funds, and 75,000+ investors on the platform. We're growing 4× year-on-year, backed by committed investors, and expanding fast across Australasia and the United States.

Learn more at getcaruso.com.

The Opportunity

As Caruso grows, so does the demand on our customer-facing teams. We're hiring a Customer Support Specialist to be the first point of contact for our fund manager customers — owning the live support experience and ensuring every customer interaction is handled with speed, clarity, and care.

This is a dedicated support role, sitting at the heart of the customer experience. You'll manage inbound support across our live chat and ticketing channels, triage and resolve platform queries, and work closely with our Customer Success, Data, and Engineering teams to get customers the answers they need. Based in Auckland and working Sydney-aligned hours, you'll provide effective coverage across our AU and NZ customer base.

Ideal for someone who is calm under pressure, genuinely enjoys helping people, and takes pride in resolving issues efficiently and professionally.

What you'll do:

• Manage inbound customer support across live chat and other support channels, providing timely, clear, and professional responses.
• Triage and prioritise support requests, resolving straightforward queries directly and escalating complex issues to the right team with full context.
• Build and maintain deep platform knowledge, using it to resolve queries confidently and help customers get the most out of Caruso.
• Collaborate closely with our Data and Engineering teams on technical escalations, acting as the bridge between customer and internal resolution.
• Keep the support queue clean and current — tracking status, outcomes, and recurring themes to surface patterns and improvement opportunities.
• Contribute to the internal knowledge base and documentation, helping build out self-service resources that reduce repeat queries.

What we're looking for:

• 2+ years experience in a customer support, helpdesk, or customer-facing operations role — ideally within SaaS or financial services.
• Clear and professional communicator, written and verbal — you represent Caruso well in every interaction.
• Detail-oriented and organised, able to manage multiple open queries at once without losing track.
• A calm, solutions-focused approach — you stay composed when customers are frustrated and focus on resolution.
• Comfortable picking up new software quickly and working with modern support tools such as Intercom.