Stake is looking for a Senior Customer Success Analyst to join our team at our Bondi Junction HQ, with a flexible hybrid working model (3 days in the office, 2 WFH.
We’re an Australian investment platform with a mission to provide a seamless and immersive experience that breaks barriers for ambitious investors. We serve a global customer base of 500,000+ investors, with more than A$3 billion in assets under administration.
More than a digital brokerage, Stake is a brand that stands for progress. This is true for our customers as well as our team members. Our working environment is energetic, collaborative and supportive – everyone is encouraged to take ownership and challenged to deliver high-quality execution.
Our internal mantra is ‘never settle’ and we all share an ambition to grow this business. This is your opportunity to join a scaleup rocketing upward to become a robust financial services company.
About this role
A Senior 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.
More responsibilities about your day to day include:
- End to end ownership of customer communication from handling inbound enquiries via tickets, socials, chat and calls to occasional outbound calls for information, retention, cross- and up-selling (no sales cold calling)
- Assess complex customer queries, investigate, troubleshoot and escalate
- Be the voice of the customer and convert customer queries to actionable items and insights
- Lead projects autonomously and deliver within strict deadlines with clear communication
- Challenging existing standards and processes by finding areas of improvements and efficiencies (in CS and the greater business)
- Collaboration with other departments, including but not limited to the Operations, Development & Engineering, Product and Marketing
- Provide training to new starters and be an escalation point for junior team members
- Knowing and loving Stake and our products inside out, so you can convey accurate information to educate customers and ensure we provide a seamless experience
A bit about you
- Minimum of 2-3 years of experience in a sales, customer service/success or account management role
- Excellent communication skills, demonstrating your ability to actively listen, ask the right questions, and build genuine rapport as you support our customers
- Exposure to chat systems and CRM softwares such as Zendesk
- Complaints handling experience
- A natural role model and a team player with an autonomous and curious approach to work while seeking opportunities
- Financial background or profound interest in financial markets
- A willingness to learn and an open minded approach working within a fast paced start up environment
Training we provide you for this role:
- In-depth 2 week training with a full-time trainer, with ongoing and regular training sessions
- Significant product knowledge, which is extremely attractive and favoured for other business units
At Stake, we value hustle over honours degrees, so we’re more interested in you than your resume. If you believe this is a role you want to jump into head first and be part of our mission, please apply and let us know why in your cover letter!
Benefits of working at Stake
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.
But we also have perks. Not long ago, we proudly introduced new benefits under the Grow with Stake program. Please see the whole list on our Careers website, including:
- $2,500/year professional development allowance
- $1,000/year wellbeing allowance
- Up to 16 weeks of paid parental leave
- Childcare allowance of up to $18,000 in value over 24 months
- Extra paid leave during tough times
- Discretionary performance bonus and talent referral bonus
- Employee Share Options scheme
Stake is an equal opportunity employer that values diversity. We are 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.
So what happens next?
Once we've received your application, we'll give it as much attention as it deserves and you'll hear from us either way. We are a 2023 Circle Back Initiative Employer – which means we commit to respond to every applicant. If we think you will be a good addition to our team, we will give you a call and from there, you'll cruise through our recruitment process.
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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.