Stake is revolutionizing the way people invest. We make it simple and affordable to buy and sell stocks listed on the world's largest stock exchange - we open up the US market to those outside of the US. We are growing fast and expanding from Australia to many countries!
More than a brokerage, we are a global brand that always looks to the future. And that applies to both our customers and our team.
We are looking for a professional to support our customers who contact us through the most diverse channels, in addition to supporting the global team with specific demands. If you're in tune with the financial market, you're hands-on, you like challenges and you're easy to deal with people in a multicultural environment, this job is for you!
**OVERVIEW**
A Customer Success Analyst at Stake is the first point of contact for our customers. They help them by understanding the Customer needs and providing accurate information about our products and services. They seek to find simple solutions for complex problems and focus on finding ways to uplift and streamline internal and external processes.
**SHIFT**: MONDAY TO FRIDAY FROM 6am TO 3pm
**TYPE OF CONTRACT**:PJ
**REQUIREMENTS**
- Advanced English - here at Stake you will have the real opportunity to communicate with people from all over the world, both customers and your team
- Experience with systems like ZenDesk or FreshDesk
- Availability to work from 6am to 3pm
- At least 1 year of experience in a sales or customer success role
- Financial background or profound interest in investing highly desired
**PRIMARY RESPONSIBILITIES**
- Assess a situation, from simple to complex customer queries
- Diagnose and troubleshoot to determine root cause
- Clearly communicate solutions internally and externally
- End to end ownership of customer communication
- Providing support to customers, via phone, chat, tickets, social media
- Be the voice of the customer and convert customer queries to actionable items and insights
- Ongoing development in the knowledge of Stake processes and products
- Challenging existing standards and processes by hunting for 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, Marketing, and Finance teams
- Mentoring the team local and globally around the markets and customer success knowledge
**SECONDARY RESPONSIBILITIES**
From time to time, Customer Success Analyst may also be requested to:
- Proactive calling customers to better understand customer trends to provide actionable insights
- Content creation to help customers better understand Stake processes and products, including FAQs and internal policies
- Take the lead on ad-hoc projects within and outside of the Customer Success team
- Bug hunting and beta testing
Stake is an equal opportunity company that values diversity. Our aim is to provide an inclusive and non-discriminatory work environment and we reasure that everyone is welcome in our company.
**NEXT STEPS