About Stake
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.
About the role
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.
What success looks like
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'll thrive here if...
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
Bonus if you've ever
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
Benefits of working 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 advantages 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
#J-*****-Ljbffr

📌 Customer Experience Analyst (New South Wales)
🏢 Stake Australia
📍 New South Wales