Customer Success Team Lead

5 days ago

Sydney, Australia Stake Full time

Stake is looking for a Customer Success Team Lead to join our team at our HQ in Bondi Junction with a flexible hybrid working model. Stake is more than a brokerage, we're one global brand that stands for progress. This is true for our customers but also for our team members.

Stake is a digital brokerage offering seamless access to invest in shares. It is an exciting working environment where everyone is challenged to deliver high-quality execution. It's collaborative and high energy. It's a supportive environment where people are encouraged to take ownership and try things, even if they may fail. Our internal mantra is ‘never settle' and we all share an ambition to do whatever it takes to grow this business forward. We are growing quickly and have expanded outside of Australia to New Zealand, United Kingdom and Brazil. This is your opportunity to join a global brand rocketing forward and a team hungry to shake up a category.

**About this role**:
You will also be responsible for:

- Ensuring great communication between the CS team and the broader business with regards to new CS related processes, products and features updates, and other requests from customers;
- Understanding, diagnosing and proposing the best approach in dealing with customer escalations, whilst championing of internal policies and processes;
- Ensuring diligent resource management for the team, based on ticket volumes, team headcount and time-off, project commitments, and any other relevant factors;
- Energising the team to drive high quality standards and speed in serving customers at all times;
- Managing the ticketing system, including optimising communication, automation, and documenting resources internally;
- Working with CS Project Leads on the team allocation to support project requirements while maintaining the required quality and speed standards in tickets resolution;
- Maintaining in-depth knowledge of upcoming product releases to support the team with escalations and constant upskilling;
- Running regular team WIPs and having regular 1:1s with team members;
- Reviewing the team's progression on OKRs, sharing regular feedback and leading career development conversations;
- Attending cross-department meetings and being a confident voice for the Customer Success team and its strategic needs and priorities;
- Defining and upholding a rigorous documentation approach for our evolving processes and procedures;
- Ensuring effective, collaborative and respectful communication in the CS Team globally;
- Supporting other senior managers in the CS team with department strategy and positioning.

**A bit about you**:

- 3+ years of previous experience in Customer Success and 2+ years experience managing a customer success team
- Strong team-working skills, ability to adapt to a fast-paced, international work environment with a passion for making an impact
- Passion for bettering customer experiences
- Ability to act as captain during times of excessive volumes (i.e. app downtime or unforeseen situations)

**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.
- $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 are 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?**:
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.

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