Customer Success Team Lead - Stake Super

At Stake, we’re on a mission to help ambitious people confidently grow their wealth. As we continue to expand Stake Super, we’re looking for a Customer Success Team Lead to help shape an outstanding support experience for our customers while leading a high-performing team.

If you’re a people-first leader who thrives on coaching others, improving operations and solving complex customer problems, we’d love to hear from you.

As Customer Success Team Lead, you’ll lead our Sydney-based Stake Super Customer Success team while partnering closely with our offshore support team. You’ll create an environment where people do their best work, customers receive exceptional support and the team continuously improves how it operates.

You’ll balance people leadership with operational excellence, ensuring customer issues are resolved thoughtfully, performance goals are achieved and the team is well prepared to support new products and features

• Lead, coach and develop the Stake Super Customer Success team
• Foster strong collaboration across local and offshore teams to deliver a consistent customer experience
• Support the team with complex customer escalations and complaints, ensuring fair, timely and compliant resolutions
• Manage day-to-day team operations, balancing customer demand, resourcing and project commitments
• Drive performance against key customer and operational metrics, including CSAT and service levels
• Run regular team meetings, one-on-ones and career development conversations
• Oversee quality assurance processes and help lift the overall quality of customer interactions
• Build and maintain clear documentation, processes and knowledge resources
• Analyse customer feedback and complaint trends to identify opportunities for improvement
• Partner with product and cross-functional teams to champion the voice of the customer
• Recognise and celebrate individual and team achievements, helping build a culture of continuous improvement
• From time to time, you’ll also support hiring, workforce planning, reporting and step into customer conversations when extra support is needed.
  

• At least two years’ experience leading or managing a customer-facing team
• A customer-first mindset with a passion for delivering exceptional experiences
• Strong coaching and people development skills, with experience supporting individual growth and performance
• Confidence using customer metrics to identify trends, solve problems and improve outcomes
• Sound judgement when managing complex or sensitive customer escalations
• Hands-on experience with CRM or ticketing platforms such as Zendesk or Salesforce Service Cloud, including reporting and workflow management
• A track record of improving customer satisfaction or operational efficiency within a customer support or customer success environment
• Excellent communication and stakeholder management skills
• A proactive, collaborative approach and a willingness to roll up your sleeves when needed

At Stake, you’ll have the autonomy to make an impact while learning from some of the best people in the industry. You’ll play a meaningful role in building a company with strong momentum, ambitious goals and plenty of opportunities to grow. 

Along the way, you’ll also enjoy a range of benefits through our Grow with Stake program, including: 

• Professional development allowance 
• Up to 16 weeks of paid parental leave 
• Childcare allowance 
• Wellbeing support 
• Annual leave swap days 
• Discretionary performance bonus 
• Stake products, including a 30% discount on an annual self-managed super fund (SMSF) membership, a $295 annual trading credit and a Stake Black account 

Once we’ve received your application, we’ll give it the attention it deserves. If we think you could be a great addition to the team, we’ll reach out to arrange an initial conversation and guide you through the recruitment process from there. 

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.