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About the Role

The Customer Experience Manager will be a trusted partner for a portfolio of SMSF customers, building strong relationships, guiding them through important moments, and ensuring every interaction reflects Stake's high standard 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 directly influences customer satisfaction, retention, and growth, while helping to shape the scaling of Stake Super.

Responsibilities

Become a trusted advisor to SMSF customers, building long-term relationships that drive satisfaction and retention.
Create high-quality customer experiences across phone, chat, and ticket channels.
Develop deep SMSF expertise and become a resource for customers and colleagues.
Identify opportunities to improve customer journeys and simplify experiences.
Partner with Operations, Accounting, and other teams to deliver seamless outcomes and resolve challenges.
Uncover growth and retention opportunities.
Strengthen internal knowledge, documentation, and processes.
Build a reputation for ownership, judgment, and customer obsession.

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.
Ability to simplify complex information and explain technical concepts clearly.
Collaborative spirit and motivation to improve customer experiences and internal processes.

Skills

Customer Relationship Management
Communication
Empathy
Attention to Detail
Problem-Solving
Simplifying Complex Information
Collaboration
SMSF Expertise (preferred)
Onboarding Support (preferred)
Account Administration Support (preferred)
Financial Process Support (preferred)
Operational Improvement Contribution (preferred)
Service Design Initiative Contribution (preferred)
Customer Experience Program Contribution (preferred)
Commercial Opportunity Identification (preferred)

Location

Sydney

Work Type

Hybrid

Experience Level

Not specified

Education Level

Not specified

Salary/Compensations

Not specified

Benefits

Opportunity for autonomy and learning from industry talent.
Meaningful role in building a growing company.
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 by offering seamless access to ASX and Wall Street.
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.

Equal Opportunity

Not specified