Senior Customer Success Analyst
Stake
- Sydney, NSW
- Permanent
- Full-time
- End to end ownership of customer communication from handling inbound enquiries via tickets, socials, chat and calls to occasional outbound calls for information, retention, cross- and up-selling (no sales cold calling)
- Assess complex customer queries, investigate, troubleshoot and escalate
- Be the voice of the customer and convert customer queries to actionable items and insights
- Lead projects autonomously and deliver within strict deadlines with clear communication
- Challenging existing standards and processes by finding 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
- Provide training to new starters and be an escalation point for junior team members
- 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
- Minimum of 2-3 years of experience in a sales, customer service/success or account management role
- Excellent communication skills, demonstrating your ability to actively listen, ask the right questions, and build genuine rapport as you support our customers
- Exposure to chat systems and CRM softwares such as Zendesk
- Complaints handling experience
- A natural role model and a team player with an autonomous and curious approach to work while seeking opportunities
- Financial background or profound interest in financial markets
- A willingness to learn and an open minded approach working within a fast paced start up environment
- 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
- $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