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.

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.