Customer Success Team Lead

Stake is looking for a Customer Success Team Lead to join us at our Bondi Junction HQ, with a flexible hybrid working model (3 days in the office, 2 WFH).

We're an Australian investing platform on a mission to help ambitious people confidently grow their wealth. By offering seamless, immersive access to the share markets, Stake has grown fast from a fintech startup into a robust financial services company with even bigger plans. Today we have 500,000+ global customers and more than A$3 billion under administration.

Ambition defines our customer base as well as our team. Our working environment is energetic, collaborative and supportive. Stake's internal mantra is 'never settle' and everyone is encouraged to take ownership and challenged to deliver high-quality execution.

This role is your chance to contribute in making a lasting impact on the financial security of thousands and thousands of Aussies and Kiwis.

About this role

As the Customer Success Team Lead you will be required but not limited to:

• Lead and line-managed customer success teams in Sydney and Brazil.
• Drive customer satisfaction and retention.
• Foster a collaborative team environment and provide guidance to team members.
• Handle high-level customer escalations, advocate for their needs, and collaborate cross-functionally.
• Define and maintain documentation for evolving processes and training.
• Stay up-to-date on product knowledge, share it with the team, and lead their development.
• Ensure performance management, provide feedback, and create a culture of excellence.

A bit about you

• Proven Leader: You have at least 2 years of experience successfully leading and motivating teams, fostering a culture of collaboration and high performance.
• Customer-Centric: You are passionate about understanding and advocating for customer needs, with a strong focus on delivering exceptional service, building trust and exceeding expectations.
• Problem-Solver: You thrive in a fast-paced environment, adept at diagnosing and resolving complex customer escalations and identifying opportunities for process improvement.
• Experienced in Complaints Handling & Finance: You possess strong complaints handling skills and at least 5 years of experience in finance, enabling you to effectively address customer concerns and understand the financial implications of decisions.

At Stake, we value hustle over honours degrees, so we're more interested in you than your resume. If you believe this is a role you want to jump into, please apply and let us know why in your cover letter!

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. Having said that, we also have perks.

Please see on our Careers website the list of benefits under our Grow with Stake program. They include:

• $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're 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.

It all comes together to explain why Stake placed 1st in the 2024 AFR BOSS Best Places to Work list for the Banking, Superannuation & Financial Services category, across all of Australia and New Zealand.

So what happens next?

Once we've received your application, we'll give it the attention it deserves and you'll hear from us either way. We're a Circle Back Initiative Employer, which means we're committed to responding to every applicant. 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.