Customer Experience Specialist

Stake is looking for a Customer Experience Specialist to join us at our Sydney CBD HQ, with a flexible hybrid working model.

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 750,000+ 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

This isn't a traditional customer support role.

You'll start by becoming an expert in our customers, products and operations. A significant part of your role will involve speaking directly with customers across phone, email and other support channels. You'll learn how investors use Stake, solve complex problems and deliver exceptional customer experiences.

But this role is more than customer support.

Because our Customer Success team sits closest to our customers, they're uniquely positioned to identify opportunities to improve our products, processes and overall customer experience. As you develop expertise in our customers and business, you'll have opportunities to work cross-functionally with Product, Engineering, Operations and Growth teams to help solve problems at scale and drive meaningful improvements.

Once you've built that foundation, you'll have opportunities to contribute far beyond customer support. You'll partner with Product, Engineering, Operations and Growth teams to improve how Stake works, identify opportunities to automate and scale customer experiences, and help shape the future of how we serve customers.

This role is ideal for someone who is curious, ambitious, loves helping people, enjoys solving problems and is excited by the opportunity to build a career across multiple pathways within a growing fintech.

Deliver exceptional customer experiences

• Provide outstanding support across phone, email and other customer channels.
• Help customers navigate account management, trading, deposits, withdrawals and platform functionality.
• Investigate and resolve customer issues with professionalism, empathy and efficiency.
• Educate customers on Stake products, features and best practices.
• De-escalate complaints and issues.
• Build customer trust and contribute to industry-leading customer satisfaction outcomes.

Improve how Stake operates

• Identify recurring customer pain points and recommend improvements.
• Work with Product and Engineering teams to investigate issues and improve customer outcomes.
• Use customer insights and data to help prioritise operational and product improvements.
• Contribute to projects that reduce friction and improve efficiency across the customer journey.
• Help document and refine internal processes as Stake continues to scale.

Shape the future of customer experience

As you grow in the role, you'll have opportunities to:

• Help train, optimise and improve AI-powered customer support experiences.
• Improve quality assurance processes and customer experience standards.
• Partner with teams across the business to solve operational challenges.
• Contribute to customer insights that influence product development and business decisions.
• Support high-value customer moments where personalised service can have a meaningful impact.
• Explore pathways into growth, customer success, operations, product, risk and other areas across the business.

Maintain excellence and compliance

• Ensure customer interactions meet regulatory and compliance requirements.
• Identify and escalate potential risks when required.
• Stay current on financial services regulations and industry developments.

A bit about you

• 2+ years of experience in customer service, support, hospitality, retail, operations or another customer-facing role.
• Exceptional written and verbal communication skills.
• Strong problem-solving and analytical thinking.
• Curiosity and a desire to continuously learn and improve.
• Ability to thrive in a fast-paced environment.
• Strong attention to detail and ownership mentality.
• Interest in technology, investing, fintech or financial services.
• Experience using customer service or CRM platforms is beneficial but not essential

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

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. Having said that, we also have perks.

Please see on our Careers website the list of benefits under our Grow with Stake program. They include:

• Career relevant development and training with professional development allowance
• Up to 16 weeks of paid parental leave
• Childcare allowance
• Sonder - healthcare, safety support and EAP for you and your immediate family
• Additional leave types (Swap days, Bear Days, TOIL, Compassionate, Sorry Business)
• Employee Share Options scheme for senior leaders
• Stake products: SMSF 30% discount on yearly membership fee, $295 AUD annual trading credit and Stake Black account
• Recognition awards and team celebrations
• 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 either way. We’re committed to responding to every applicant. If we think you’d be a good addition to our team, we’ll give you a call and from there, you'll cruise through our recruitment process.

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.