Customer Experience Specialist

This isn't a traditional customer support role.

You'll start by becoming an expert in our customers, products and operations. A significant part of your role will involve speaking directly with customers across phone, email and other support channels. You'll learn how investors use Stake, solve complex problems and deliver exceptional customer experiences.

But this role is more than customer support.

Because our Customer Success team sits closest to our customers, they're uniquely positioned to identify opportunities to improve our products, processes and overall customer experience. As you develop expertise in our customers and business, you'll have opportunities to work cross-functionally with Product, Engineering, Operations and Growth teams to help solve problems at scale and drive meaningful improvements.

Once you've built that foundation, you'll have opportunities to contribute far beyond customer support. You'll partner with Product, Engineering, Operations and Growth teams to improve how Stake works, identify opportunities to automate and scale customer experiences, and help shape the future of how we serve customers.

This role is ideal for someone who is curious, ambitious, loves helping people, enjoys solving problems and is excited by the opportunity to build a career across multiple pathways within a growing fintech.

Provide outstanding support across phone, email and other customer channels.

Help customers navigate account management, trading, deposits, withdrawals and platform functionality.

Investigate and resolve customer issues with professionalism, empathy and efficiency.

Educate customers on Stake products, features and best practices.

De-escalate complaints and issues.

Build customer trust and contribute to industry-leading customer satisfaction outcomes.

Identify recurring customer pain points and recommend improvements.

Work with Product and Engineering teams to investigate issues and improve customer outcomes.

Use customer insights and data to help prioritise operational and product improvements.

Contribute to projects that reduce friction and improve efficiency across the customer journey.

Help document and refine internal processes as Stake continues to scale.

As you grow in the role, you'll have opportunities to:

Help train, optimise and improve AI-powered customer support experiences.

Improve quality assurance processes and customer experience standards.

Partner with teams across the business to solve operational challenges.

Contribute to customer insights that influence product development and business decisions.

Support high-value customer moments where personalised service can have a meaningful impact.

Explore pathways into growth, customer success, operations, product, risk and other areas across the business.

Ensure customer interactions meet regulatory and compliance requirements.

Identify and escalate potential risks when required.

Stay current on financial services regulations and industry developments.

2+ years of experience in customer service, support, hospitality, retail, operations or another customer-facing role.

Exceptional written and verbal communication skills.

Strong problem-solving and analytical thinking.

Curiosity and a desire to continuously learn and improve.

Ability to thrive in a fast-paced environment.

Strong attention to detail and ownership mentality.

Interest in technology, investing, fintech or financial services.

Experience using customer service or CRM platforms is beneficial but not essential

At Stake, we’re more interested in your attitude 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!

Once we've received your application, we'll give it the attention it deserves and you'll hear from us either way. 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.