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About the Role

The Client Service Manager will be a trusted partner for a portfolio of SMSF customers, building strong relationships, guiding customers through important moments, and ensuring high standards of service. This role involves working across customer success, operations, and administration to help customers maximize their SMSF benefits and identify opportunities for experience improvement. The position is key to influencing customer satisfaction, retention, and growth, and shaping the scaling of Stake Super.

Responsibilities

Become a trusted advisor to your portfolio of SMSF customers, building long-term relationships that drive exceptional satisfaction and retention
Create consistently high-quality customer experiences across phone, chat and ticket channels, helping customers navigate important financial decisions with confidence
Develop deep SMSF expertise and become a go-to resource for customers and colleagues on administration, processes and best practice
Identify opportunities to improve customer journeys, helping simplify experiences and raise the bar for service across the business
Partner closely with Operations, Accounting and other teams to deliver seamless outcomes and resolve complex customer challenges efficiently
Proactively uncover growth and retention opportunities, contributing to the continued expansion of Stake Super
Help strengthen internal knowledge, documentation and processes that enable the team to scale while maintaining quality
Build a reputation for ownership, judgement and customer obsession, consistently delivering outcomes that make customers better off

Requirements

Experience managing customer relationships in financial services, superannuation, wealth administration or a similarly complex environment
Ability to build trust through clear communication, empathy and follow-through
Strong attention to detail combined with the ability to move quickly and manage competing priorities
Proactive problem-solving skills and a drive to take ownership of outcomes
Ability to simplify complex information and explain technical concepts clearly and actionably
Enjoyment of collaborative work across teams and motivation by improving customer experiences and internal processes

Skills

Customer Relationship Management
Financial Services
Superannuation
Wealth Administration
Communication
Empathy
Attention to Detail
Problem Solving
Process Improvement
Customer Experience

Location

Sydney

Work Type

Hybrid

Experience Level

Experience managing customer relationships in financial services, superannuation, wealth administration or a similarly complex environment

Benefits

Professional development allowance
Up to 16 weeks of paid parental leave
Childcare allowance
Wellbeing support
Annual leave swap days
Discretionary performance bonus
SMSF 30% discount on yearly membership fee
$295 AUD annual trading credit
Stake Black account

About the Company

Stake is an Australian investing platform that helps ambitious people confidently grow their wealth by offering seamless access to ASX and Wall St.
The company has over 750,000 customers and more than A$8B under administration.
Stake aims to reshape the financial industry, inspire investor confidence, and unleash the investor in everyone.