Customer Experience Specialist

We’re an Australian investing platform that helps ambitious people confidently grow their wealth. By offering seamless, immersive access to ASX and Wall St, we’ve empowered a new wave of investors. Today, we have 750,000+ customers and more than A$8B under administration. Join us as we continue to reshape the financial industry, inspire investor confidence and unleash the investor in everyone.

We are looking for a Customer Experience Specialist to join our Customer Success team in Sydney.

This isn't a traditional customer support role. It's an opportunity to become one of the people who understands our customers best and help shape how Stake evolves as we continue to scale.

You'll start by building deep expertise across our products, customers and operations. Every day, you'll work directly with investors, helping them navigate important moments, solve complex problems and get the most out of Stake. Through those conversations, you'll develop a unique understanding of what customers value, where friction exists and how we can create better experiences.

Over time, your impact will extend far beyond individual customer interactions. You'll partner with teams across Product, Engineering, Operations, Risk and Growth to improve processes, influence product decisions and help create experiences that benefit hundreds of thousands of customers. We work hybrid spending 3 days in our beautiful, dog-friendly Sydney office.

Within your first two years at Stake, you will have:

• Become a trusted expert across Stake's products, customer journeys and operational processes.
• Delivered exceptional customer experiences that build trust, confidence and long-term customer loyalty.
• Developed a deep understanding of investor behaviour, helping uncover opportunities to improve products, processes and customer outcomes.
• Contributed insights and recommendations that have influenced product enhancements, operational improvements and customer experience initiatives.
• Helped reduce customer friction by identifying recurring issues and partnering with teams across the business to solve them at scale.
• Played an active role in improving how Stake leverages automation, AI and operational excellence to deliver faster, better customer experiences.
• Built strong relationships across the business and established yourself as a valued contributor beyond the Customer Success team.
• Created opportunities for your own growth, developing skills and experience that open pathways into Operations, Product, Risk, Growth and other areas of the business.

• You genuinely enjoy helping people and take pride in creating positive customer experiences.
• You’re curious and enjoy understanding how products, systems and businesses work.
• You communicate clearly and confidently, whether you're speaking with customers or collaborating with colleagues.
• You take ownership of problems and stay focused on finding solutions, even when situations are complex or unfamiliar.
• You learn quickly, adapt comfortably to change and enjoy working in a fast-paced environment.
• You're ambitious about your own growth and excited by the opportunity to build a long-term career within a growing company.

• Worked in customer service, hospitality, retail, operations or another customer-facing environment.
• Used customer support, CRM or case management platforms.
• Worked in fintech, financial services or another regulated industry.
• Used data, customer feedback or operational insights to improve processes or customer experiences.
• Developed an interest in investing, technology or financial markets.

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. Having said that, we also have perks. Please see on our Careers website the list of benefits under our Grow with Stake program.

• 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

Once we've received your application, we'll give it the attention it deserves and 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.