Customer Success Analyst

Stake is looking for a Customer Success Analyst to support our customers out of our HQ in Bondi Junction with a 3 day a week in office flexible 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. If you're in tune with the financial market, you're hands-on and like to be challenged, this job is for you

Stake is an investment platform 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.

**About this role**

A 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, chat and calls to occasional outbound calls for information, retention, cross
- and up-selling (no sales cold calling)
- Assess complex customer queries, investigate and troubleshoot
- Be the voice of the customer and convert customer queries to actionable items and insights
- Clearly communicate solutions internally and externally
- Challenging existing standards and processes by hunting for 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
- 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

**A bit about you**
- Minimum of 1 year of experience in a sales or customer service/success role
- Exposure to chat systems and CRM softwares such as Zendesk
- Financial background or profound interest in financial markets
- A curious attitude, that seeks to find simple solutions for complex problems
- A willingness to learn and an open minded approach working within a fast paced start up environment
- Excellent communication skills, demonstrating your ability to actively listen, ask the right questions, and build genuine rapport as you support our customers
- An autonomous approach to work while seeking opportunities

**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.
- $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.