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About the Role

As Customer Success Team Lead, you will lead our Sydney-based Stake Super Customer Success team while partnering closely with our offshore support team. You will create an environment where people do their best work, customers receive exceptional support, and the team continuously improves its operations. You will balance people leadership with operational excellence, ensuring customer issues are resolved thoughtfully, performance goals are achieved, and the team is well-prepared to support new products and features.

Responsibilities

Lead, coach, and develop the Stake Super Customer Success team.
Foster strong collaboration across local and offshore teams to deliver a consistent customer experience.
Support the team with complex customer escalations and complaints, ensuring fair, timely, and compliant resolutions.
Manage day-to-day team operations, balancing customer demand, resourcing, and project commitments.
Drive performance against key customer and operational metrics, including CSAT and service levels.
Run regular team meetings, one-on-ones, and career development conversations.
Oversee quality assurance processes and help lift the overall quality of customer interactions.
Build and maintain clear documentation, processes, and knowledge resources.
Analyze customer feedback and complaint trends to identify opportunities for improvement.
Partner with product and cross-functional teams to champion the voice of the customer.
Recognize and celebrate individual and team achievements, helping build a culture of continuous improvement.
Support hiring, workforce planning, reporting, and step into customer conversations when extra support is needed.

Requirements

At least two years’ experience leading or managing a customer-facing team.
A customer-first mindset with a passion for delivering exceptional experiences.
Strong coaching and people development skills, with experience supporting individual growth and performance.
Confidence using customer metrics to identify trends, solve problems, and improve outcomes.
Sound judgment when managing complex or sensitive customer escalations.
Hands-on experience with CRM or ticketing platforms such as Zendesk or Salesforce Service Cloud, including reporting and workflow management.
A track record of improving customer satisfaction or operational efficiency within a customer support or customer success environment.
Excellent communication and stakeholder management skills.
A proactive, collaborative approach and a willingness to roll up your sleeves when needed.

Location

Sydney

Work Type

Full-time

Experience Level

At least two years’ experience leading or managing a customer-facing team

Benefits

Professional development allowance
Up to 16 weeks of paid parental leave
Childcare allowance
Wellbeing support
Annual leave swap days
Discretionary performance bonus
Stake products, including a 30% discount on an annual self-managed super fund (SMSF) membership, a $295 annual trading credit and a Stake Black account

About the Company

At Stake, we’re on a mission to help ambitious people confidently grow their wealth.
As we continue to expand Stake Super, we’re looking for a Customer Success Team Lead to help shape an outstanding support experience for our customers while leading a high-performing team.
If you’re a people-first leader who thrives on coaching others, improving operations and solving complex customer problems, we’d love to hear from you.
At Stake, you’ll have the autonomy to make an impact while learning from some of the best people in the industry.
You’ll play a meaningful role in building a company with strong momentum, ambitious goals and plenty of opportunities to grow.