Full job description

About Stake

We're an Australian investing platform that helps ambitious people confidently grow their wealth. By offering seamless, immersive access to ASX and Wall St, we've empowered a new wave of investors. Today, we have 750,000+ customers and more than A$8B under administration. Join us as we continue to reshape the financial industry, inspire investor confidence and unleash the investor in everyone.

About the role

We are looking for a Customer Experience Specialist to join our Customer Success team in Sydney.

The Customer Success team sits at the intersection of customer experience, operations and product. Every day, we help investors navigate important moments in their journey while uncovering insights that help Stake continuously improve.

As a Customer Experience Specialist, you'll develop a deep understanding of our customers, products and operational processes. You'll work directly with customers to solve complex problems, build trust and deliver exceptional experiences. At the same time, you'll analyse customer trends, identify opportunities for improvement and help shape how Stake scales its operations and customer experience.

This role offers exposure across the business and the opportunity to work closely with Customer Success, Product, Engineering, Operations and Risk teams. You'll help transform customer feedback into meaningful action, influencing decisions that improve experiences for hundreds of thousands of investors. We work hybrid spending 3 days in our beautiful, dog-friendly Sydney office.

What success looks like

Within your first two years at Stake, you will have:

• Become a trusted expert across Stake's products, customer journeys and operational processes.
• Delivered consistently outstanding customer experiences that strengthen trust, satisfaction and advocacy.
• Identified recurring customer pain points and helped drive improvements that reduce friction across the customer journey.
• Developed meaningful insights from customer interactions and operational data that influence product and process improvements.
• Built strong partnerships with Product, Engineering, Operations and Risk teams to help solve customer problems at scale.
• Contributed to automation, workflow and process improvement initiatives that increase efficiency and improve customer outcomes.
• Helped strengthen operational controls, risk management and service quality standards as Stake continues to grow.
• Established yourself as a high-performing contributor with opportunities to expand into specialist areas across the business.

You'll thrive here if…

• You have experience in customer service, customer support, operations or another customer-facing environment.
• You enjoy solving problems, investigating issues and identifying opportunities for improvement.
• You communicate clearly and confidently, both in writing and in conversation.
• You're analytical, detail-oriented and comfortable using data and insights to support decision-making.
• You take ownership, learn quickly and enjoy working in a fast-moving environment.
• You have an interest in technology, investing, financial services or how great products and businesses scale.
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