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About the Role

We are looking for a Customer Experience Specialist to join our Customer Success team. This role involves developing a deep understanding of customers, products, and operational processes to solve complex problems, build trust, and deliver exceptional experiences. You will analyze customer trends, identify improvement opportunities, and help shape how Stake scales its operations and customer experience, with exposure across various business teams.

Responsibilities

Help investors navigate important moments in their journey.
Uncover insights that help Stake continuously improve.
Work directly with customers to solve complex problems.
Build trust and deliver exceptional customer experiences.
Analyze customer trends and identify opportunities for improvement.
Help shape how Stake scales its operations and customer experience.
Transform customer feedback into meaningful action.
Influence decisions that improve experiences for hundreds of thousands of investors.
Contribute to automation, workflow, and process improvement initiatives.
Help strengthen operational controls, risk management, and service quality standards.

Requirements

Experience in customer service, customer support, operations, or another customer-facing environment.
Ability to solve problems, investigate issues, and identify opportunities for improvement.
Clear and confident communication skills, both written and verbal.
Analytical and detail-oriented approach.
Comfortable using data and insights to support decision-making.
Ability to take ownership and learn quickly.
Enjoy working in a fast-moving environment.
Interest in technology, investing, financial services, or how great products and businesses scale.

Skills

Customer service
Customer support
Operations
Problem-solving
Communication
Analytical skills
Data analysis
Process improvement
CRM
Customer support platforms
Case management platforms
Customer feedback analysis
Operational data analysis
Risk management

Location

Sydney

Work Type

Hybrid
Full-time

Experience Level

Mid-level

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: SMSF 30% discount on yearly membership fee, $295 AUD annual trading credit and Stake Black account

About the Company

Stake is an Australian investing platform that helps ambitious people confidently grow their wealth.
Offers seamless, immersive access to ASX and Wall St.
Has empowered a new wave of investors.
Has 750,000+ customers and more than A$8B under administration.
Aims to reshape the financial industry, inspire investor confidence, and unleash the investor in everyone.