Customer Experience Analyst

About the role

We are seeking a Customer Experience Analyst to join Stake’s Customer Experience team in Sydney. In this hybrid role you will be one of the first points of contact for our customers, helping them navigate accounts, funding, trading and platform features with confidence.

Key responsibilities

• Respond to customer inquiries via tickets, email and phone, providing clear and accurate information.
• Own complex account, trading, deposit and withdrawal issues through to resolution.
• Identify recurring pain points and translate customer conversations into actionable insights for Product, Operations and Engineering.
• Contribute to projects, beta testing, bug hunting and customer research to improve the platform.
• Create and maintain internal knowledge resources and customer‑facing content.

Required profile

• At least 1 year of experience in customer service or support, preferably in financial services or fintech.
• Strong written and verbal communication skills, able to simplify complex information.
• Analytical mindset with the ability to spot patterns and propose improvements.
• Good judgement around risk and compliance.

Required skills

What we offer

• Hybrid work model – three days a week in our dog‑friendly Sydney office.
• Opportunity to grow from a problem‑solver to a product‑shaping expert within two years.