Stake is looking for a Customer Service Analyst to join us at our Bondi Junction HQ with a flexible hybrid working model (3 days in the office, 2 WFH).

We’re an Australian investing platform on a mission to help 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 even bigger plans. Today we have 500,000+ global customers and more than A$3 billion under administration.

Ambition defines our customer base as well as our team. Our working environment is energetic, collaborative and supportive. Stake’s internal mantra is ‘never settle’ and everyone is encouraged to take ownership and challenged to deliver high-quality execution.

This role is your chance to contribute in making a lasting impact on the financial security of thousands and thousands of Aussies and Kiwis.

About this role

A Customer Service Analyst at Stake is the first point of contact for our customers, understanding their needs and providing accurate information about our products and services:

Responsibilities

• Manage customer communication via tickets, chat, and calls (inbound and occasional outbound for information, retention, and cross-/up-selling, no cold calling)
• Assess, investigate, and troubleshoot complex customer queries
• Communicate solutions clearly internally and externally
• Identify and suggest improvements for CS and business processes
• Collaborate cross functionally across the busines including Operations, Development & Engineering, Product, and Marketing teams

A bit about you

• Minimum 1 year of experience in sales or customer service/success
• Familiarity with chat systems and CRM software (e.g. Zendesk)
• Financial background
• Curious attitude with a knack for simplifying complex problems
• Willingness to learn and adapt in a fast-paced startup environment

Training we provide you for this role:

• In-depth 2 week training with a full-time trainer, with ongoing and regular training sessions
• Significant product knowledge, which is extremely attractive and favoured for other business units

Benefits of working at Stake

At Stake you’ll have the opportunity to work with autonomy while learning from some of the best talent in the industry, playing a meaningful role in building a company that has loads of positive momentum and excitement around it.

But we also have perks. Not long ago, we proudly introduced new benefits under the Grow with Stake program. Please see the whole list on our Careers website, including:

• $2,500/year professional development allowance
• $1,000/year wellbeing allowance
• Up to 16 weeks of paid parental leave
• Childcare allowance of up to $18,000 in value over 24 months
• Extra paid leave during tough times
• Discretionary performance bonus and talent referral bonus
• Employee Share Options scheme

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

So what happens next?

Once we've received your application, we'll give it the attention it deserves and you'll hear from us either way. We’re a 2024 Circle Back Initiative Employer –which means we’re committed to responding to every applicant. If we think you’d be a good addition to our team, we’ll give you a call and from there, you'll cruise through our recruitment process.

To all recruitment agencies: Stake does not accept agency resumes. Please do not forward resumes to our jobs alias or directly to Stake employees. Stake is not responsible for any fees related to unsolicited resumes.