Customer Success Analyst - Wed-Sun

Please note - this role will involve weekend work (Wednesday to Sunday).

Stake is looking for Customer Success Analysts to join us at our Sydney CBD HQ, with a flexible hybrid working model.

We’re an Australian investing platform that helps ambitious people confidently grow their wealth. By offering seamless, immersive access to the share markets, we’ve empowered a new wave of investors. Stake has grown fast from a fintech startup into a robust financial services company. Today we have 750,000+ customers and more than A$5 billion under administration.

At Stake, we break barriers in everything we do. Just like our customers, we’re driven by ambition. Our desire for continuous growth is what creates the collaborative and high-performance environment we work in. Though we’re spread around the world, we’re a unified team moving towards a shared vision: to unleash the investor in everyone.

Join us as we continue to reshape the financial industry, inspiring investor confidence and celebrating our wins along the way.

About this role

The Customer Success Analyst at Stake is the first point of contact for our customers; helping them by understanding their needs, and providing accurate information about our products and services. As part of the customer success team you’ll have the opportunity to work cross functionally with all areas of the business. You’ll seek to find simple solutions for complex problems and focus on finding ways to uplift and streamline internal and external processes.

Further responsibilities include:

• Deliver prompt, professional, and empathetic customer support across multiple channels
• Troubleshoot and resolve issues related to accounts, trading, deposits, withdrawals, and platform use
• Provide clear and accurate information on features, fees, and processes
• Educate customers on platform usage and best practices
• Maintain high customer satisfaction and build strong relationships
• Develop deep knowledge of Stake products and services
• Stay updated on industry trends, regulations, and compliance requirements
• Investigate and resolve complex issues, escalating when needed
• Identify trends in customer queries and recommend improvements
• Proactively address customer pain points
• Ensure all interactions meet compliance and ethical standards
• Identify and report risks or compliance issues
• Collaborate with cross-functional teams to improve customer experience and platform performance
• Contribute to a positive team environment and culture

A bit about you

• 1+ years of experience in a customer service or support role
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical skills.
• Self-starter with a love of learning.
• Ability to work effectively in a fast-paced environment.
• Proficiency in CRM systems and other relevant technologies.
• A passion for providing exceptional customer experiences.
• Knowledge of financial services regulations and practices.
• Experience with online trading platforms.

At Stake, we’re more interested in your attitude than your resume. If you believe this is a role you want to jump into, please apply and let us know why in your cover letter!

Benefits of working at Stake

You’ll have the opportunity to work with autonomy while learning from some of the best talent in the industry, playing a meaningful role in building a company that has loads of positive momentum and excitement around it. Having said that, we also have perks.

Please see on our Careers website the list of benefits under our Grow with Stake program. They include:

• Career relevant development and training with professional development allowance
• Up to 16 weeks of paid parental leave
• Childcare allowance
• Sonder - healthcare, safety support and EAP for you and your immediate family
• Additional leave types (Swap days, Bear Days, TOIL, Compassionate, Sorry Business)
• Employee Share Options scheme for senior leaders
• Stake products: SMSF 30% discount on yearly membership fee, $295 AUD annual trading credit and Stake Black account
• Recognition awards and team celebrations
• Discretionary performance bonus and talent referral bonus

Stake is an equal opportunity employer that values diversity. We’re proactive about providing an inclusive work environment and do not discriminate based on race, religion, nationality, gender, sexual orientation, age or disability status. We’re also endorsed by WORK180 as a great employer for women.

It all comes together to explain why Stake placed 1st in the 2024 AFR BOSS Best Places to Work list for the Banking, Superannuation & Financial Services category, across all of Australia and New Zealand.

So what happens next?

Once we've received your application, we'll give it the attention it deserves and you'll hear from us either way. We’re committed to responding to every applicant. If we think you’d be a good addition to our team, we’ll give you a call and from there, you'll cruise through our recruitment process.

To all recruitment agencies: Stake does not accept agency resumes. Please do not forward resumes to our jobs alias or directly to Stake employees. Stake is not responsible for any fees related to unsolicited resumes.