Customer Success Analyst

Customer Success Analyst

Stake is looking for Customer Success Analysts to join us at our Sydney CBD HQ, with a flexible hybrid working model. Please note this role will be required to work on weekends. 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 700,000+ 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.

Provide Exceptional Customer Support

• Deliver an exceptional level of service promptly, professionally and empathetically to customer inquiries across a range of contact channels e.g. tickets, emails, phone.
• Troubleshoot and resolve customer issues related to account management, trading, deposits, withdrawals, and other platform functionalities.
• Provide accurate and clear information about Stake features, fees, and processes.
• Educate customers on platform usage and best practices.
• Maintain a high level of customer satisfaction and build strong relationships.

Stake Technical Expertise

• Develop a strong understanding of Stake products, services, and features.
• Stay up-to-date on relevant industry trends, regulations, and compliance requirements.

Problem-Solving and Escalation

• Investigate and resolve complex customer issues, escalating to relevant teams when necessary.
• Identify trends in customer queries and communicate with team and stakeholders to recommend opportunities for improvement.
• Proactively identify and address potential customer pain points.

Compliance and Risk Management

• Adhere to all relevant financial services regulations and compliance requirements.
• Ensure that customer interactions are conducted ethically and in accordance with Stake's policies.
• Identify and report any potential risks or compliance issues.

Collaboration and Teamwork

• Work collaboratively with other teams, including operations, product, and engineering, to resolve customer issues and improve the overall platform.
• Contribute to a positive and supportive team environment and a winning team 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 include:

• Professional development allowance
• Wellbeing allowance
• Up to 16 weeks of paid parental leave
• Childcare allowance
• Extra paid leave during tough times
• 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 regardless of the outcome. If we think you'd be a great fit for our team, we'll give you a call and take it 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.