Customer Experience Analyst

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 Analyst to join our Customer Experience team in Sydney.

Customer Experience sits at the heart of the Stake experience. You’ll be one of the first people our customers turn to, helping them navigate everything from accounts and funding to trading and platform features with confidence. You’ll build a deep understanding of our products and customers, solve problems with clarity and make every interaction count.

This role goes beyond answering questions. You’ll spot patterns, uncover friction and work across Product, Operations and Engineering to make Stake simpler and better. You’ll have room to take ownership, contribute to projects and turn customer insight into meaningful improvements. We work hybrid spending 3 days in our beautiful, dog-friendly Sydney office.

Over your first two years, you’ll grow from a trusted customer problem-solver into someone who actively shapes how we deliver an exceptional Stake experience.

• You’ll become a go-to expert on Stake’s products, features and processes, giving customers accurate, clear and useful answers across tickets, email and phone
• You’ll own customer problems through to resolution, navigating more complex account, trading, deposit and withdrawal enquiries with sound judgement
• You’ll build strong customer understanding, looking beyond the immediate question to uncover what people need and where we can make their experience simpler
• You’ll identify recurring pain points and turn customer conversations into actionable insights for Customer Experience, Product, Operations and Engineering
• You’ll help improve the way we work, simplifying processes, strengthening internal knowledge and creating useful customer-facing content
• You’ll develop strong judgement around risk and compliance, protecting customers and Stake while delivering an experience that feels clear and considered
• You’ll contribute beyond the day-to-day through projects, customer research, beta testing and bug hunting that improve our products and processes
• You’ll raise the bar for Customer Experience through the quality of your work, your follow-through and the way you contribute to a high-performing team

• You’ve built strong customer service or support foundations, ideally with 1+ years’ experience in financial services, fintech or another customer-focused environment
• You’re a clear, thoughtful communicator who can make complex information easy to understand across written and verbal channels
• You’re a natural problem-solver. You’re curious enough to investigate what’s really happening and take ownership until there’s a clear outcome
• You learn quickly and enjoy building expertise. New products, processes, systems and industry knowledge give you something to get stuck into
• You can balance pace with quality, using good judgement when handling customer issues, sensitive information and regulated processes
• You’re comfortable taking initiative and working across teams. You’ll share what you’re seeing, propose improvements and help turn customer insight into action

• Worked with investing products, online investing platforms or financial services regulation
• Built hands-on knowledge of Wall St markets or investing
• Used CRM and customer support technology to manage and improve customer experiences
• Created FAQs, help content or internal knowledge that made a complex process easier to understand
• Taken part in beta testing, bug hunting or cross-functional improvement projects

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.