Client Solutions Manager

About Kernel

Kernel is scaling rapidly, having more than doubled in size year after year for the last six years. Today it serves 60,000 customers and is on course to reach 100,000 customers by the end of next year.

The company’s purpose is to help people in New Zealand grow their wealth, improve financial understanding, and build sustainable habits around saving and investing. Its investment platform is designed to make investing straightforward and approachable, supported by tools and guidance that help customers work toward long-term financial outcomes.

Kernel is at a pivotal growth stage, expanding its team and strengthening the base for its next phase. The culture is collaborative, practical, and ambitious, with a fast pace and a strong expectation that each person contributes meaningfully to the business.

About the Role

This position sits between client success and distribution, acting as a key point of support for advisers, consultants, wholesale clients, and internal teams when queries become complex.

You will help unpack fund performance questions, respond to adviser requests, support high-net-worth clients, manage escalated complaints, and look into technical investment issues. The role calls for strong investigative ability, commercial judgement, and the confidence to communicate with experienced and sophisticated stakeholders.

What You’ll Be Doing

• Handling detailed questions about investments, KiwiSaver, products, and the platform from advisers, consultants, and clients
• Supporting due diligence requests, RFPs, consultant questionnaires, and other technical information requirements
• Developing strong working relationships with advisers, wholesale clients, and high-net-worth clients while assisting with onboarding and ongoing engagement
• Investigating complex customer problems, complaints, and escalations in coordination with Compliance and operations teams
• Working with Investment Operations, Product, and Distribution teams to research, interpret, and explain technical information in a clear way
• Spotting patterns, insights, and opportunities that can improve the client experience, product offering, and internal processes

About You

The ideal background could include funds management, financial advice, client services, adviser support, or wealth management. What matters most is a genuine interest in solving complex problems, finding answers, and presenting them in a way others can easily understand.

You will act as a link between technical specialists and customers, turning complex subject matter into practical, clear, and useful solutions.

What You’ll Bring

• 5 to 7 years of experience in New Zealand financial services
• Strong knowledge of investment products, KiwiSaver, and managed funds
• Confidence communicating with advisers, consultants, and customers
• Well-developed analytical and investigative capability
• Strong written and verbal communication skills
• Sound judgement and a high level of professionalism
• Experience dealing with complex customer issues, complaints, or escalations
• Good relationship management and stakeholder engagement skills
• A proactive, self-motivated approach to work

Why You’ll Love It at Kernel

• Be part of a business creating investment products that stand out in New Zealand fintech, with a focus on everyday financial goals and customer-friendly experiences
• Help support a platform used by tens of thousands of Kiwis and contribute to improving their confidence and control over money
• Work across a wide range of customer-function initiatives with room to test improvements, learn from customer feedback, and scale what works
• Join a team that values trust, collaboration, flexibility, and constructive feedback, with space for every voice to be heard
• Receive a competitive remuneration package
• Benefit from health insurance, parental leave top-up, and support for professional development
• Enjoy additional Kernel holidays
• Access office snacks, coffee, and a dog-friendly workplace

Application Information

Applicants who do not meet every requirement are still encouraged to apply. Kernel values growth, impact, and mindset as much as specific experience. Interested candidates should submit a cover letter explaining their interest in the role and in working at Kernel, along with a CV.