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About the Role

This role is not a traditional customer support position. You will become an expert in customers, products, and operations, engaging directly with customers via phone, email, and other channels. You will solve complex problems and deliver exceptional customer experiences. Furthermore, you will identify opportunities to improve products and processes, collaborating with Product, Engineering, Operations, and Growth teams to drive improvements and shape the future of customer service.

Responsibilities

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

Requirements

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.

Skills

Customer service
Customer support
Hospitality
Retail
Operations
Customer-facing
Written communication
Verbal communication
Problem-solving
Analytical thinking
Attention to detail
Ownership mentality
Technology
Investing
Fintech
Financial services
CRM platforms

Location

Sydney CBD HQ

Work Type

Hybrid

Experience Level

2+ years

Benefits

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

About the Company

Stake is an Australian investing platform that helps ambitious people confidently grow their wealth by offering seamless, immersive access to the share markets.
Stake has grown fast from a fintech startup into a robust financial services company with 750,000+ customers and more than A$5 billion under administration.
Stake breaks barriers in everything they do, driven by ambition and a desire for continuous growth, creating a collaborative and high-performance environment.
Stake's shared vision is to unleash the investor in everyone, reshaping the financial industry, inspiring investor confidence, and celebrating wins.

Equal Opportunity

Stake is an equal opportunity employer that values diversity.
Stake is proactive about providing an inclusive work environment and does not discriminate based on race, religion, nationality, gender, sexual orientation, age or disability status.
Stake is endorsed by WORK180 as a great employer for women.
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.