Customer Experience Analyst
Core
Resolve complex customer inquiries across accounts, funding, and trading while identifying friction points to drive product and process improvements.
Role type
Senior Customer Experience Analyst (Fintech)
Builds
Stake investing platform for Australian and US markets
Domain
Financial services / Fintech
Deliverable
client delivery
Required skills
complex problem-solving, risk and compliance judgement, cross-functional collaboration, process improvement, customer insight analysis, written and verbal communication
Preferred skills
investing product knowledge, Wall Street market familiarity, CRM usage, help content creation, beta testing participation
Responsibilities
Answer customer tickets, emails, and phone calls regarding accounts and trading; own complex enquiries from start to finish; identify recurring pain points and convert insights into actionable improvements; contribute to product research, beta testing, and bug hunting; simplify internal processes and create customer-facing content.
Seniority
Mid-level, hands-on IC
