Stake is looking for a Senior Customer Success Analyst to join our team at our Bondi Junction HQ, with a flexible hybrid working model (3 days in the office, 2 WFH.We're an Australian investment platform with a mission to provide a seamless and immersive experience that breaks barriers for ambitious investors. We serve a global customer base of 500,000+ investors, with more than A$3 billion in assets under administration.More than a digital brokerage, Stake is a brand that stands for progress. This is true for our customers as well as our team members. Our working environment is energetic, collaborative and supportive – everyone is encouraged to take ownership and challenged to deliver high-quality execution.Our internal mantra is ‘never settle' and we all share an ambition to grow this business. This is your opportunity to join a scaleup rocketing upward to become a robust financial services company.About this roleA Senior Customer Success Analyst at Stake is the first point of contact for our customers; helping them by understanding their needs, and providing accurate information about our products and services. As part of the Customer Success team you'll have the opportunity to work cross functionally with all areas of the business. You'll seek to find simple solutions for complex problems and focus on finding ways to uplift and streamline internal and external processes.More responsibilities about your day to day include:
- End to end ownership of customer communication from handling inbound enquiries via tickets, socials, chat and calls to occasional outbound calls for information, retention, cross- and up-selling (no sales cold calling)
- Assess complex customer queries, investigate, troubleshoot and escalate
- Be the voice of the customer and convert customer queries to actionable items and insights
- Lead projects autonomously and deliver within strict deadlines with clear communication
- Challenging existing standards and processes by finding areas of improvements and efficiencies (in CS and the greater business)
- Collaboration with other departments, including but not limited to the Operations, Development & Engineering, Product and Marketing
- Provide training to new starters and be an escalation point for junior team members
- Knowing and loving Stake and our products inside out, so you can convey accurate information to educate customers and ensure we provide a seamless experience
- Minimum of 2-3 years of experience in a sales, customer service/success or account management role
- Excellent communication skills, demonstrating your ability to actively listen, ask the right questions, and build genuine rapport as you support our customers
- Exposure to chat systems and CRM softwares such as Zendesk
- Complaints handling experience
- A natural role model and a team player with an autonomous and curious approach to work while seeking opportunities
- Financial background or profound interest in financial markets
- A willingness to learn and an open minded approach working within a fast paced start up environment
- 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
- $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