'Fullstack' Customer Success Representative Available for immediate start Full Time - US(PT) timezone
Remote work (Brazil)
About Cake: At Cake Equity we are on a mission to accelerate startup team motivation, through equity ownership. We're the intuitive equity platform for fast-growing startups allowing founders to streamline their cap table, equity grant templates, raise simulation, and much more. Originating in Australia, we have been in the US market for 2 years and we're just getting started.
Cake Equity is one of Australia's most exciting fintech's and is the most frictionless way for start-ups to offer employee ownership. Our aim is to empower start-ups and scale-ups globally to create a better world through fast and simple equity, developing their teams with 'owner mindsets'. A better future is being created by great teams innovating and building awesome companies with inspired teams of 'owners'.
We are a close-knit team with a 'creative, healthy lifestyle' culture that encourages health, wellbeing and being outdoors at the foundation of everything we do.
The Role We're looking for a dynamic and versatile 'Fullstack' Customer Success Representative to join our Customer Success team.
In this role, you'll focus on supporting Cake's US customers by helping them onboard onto the platform and managing ongoing queries and requests. We have some amazing customers like Linktree, Swyftx, Finder, Shippit and Koala, and you'll play a key role in helping us expand our footprint in the US.
Your day-to-day will involve adapting an innovative mindset to streamline processes and create efficiencies wherever possible. Beyond tackling your daily 'must-dos,' you'll identify opportunities to optimize systems, improve product offerings, and drive growth by uncovering up-sell opportunities.
At Cake, we are a product-led-growth (PLG) company, so empowering our customers through our product is at the core of everything we do. This role is essential to ensuring our customers are successful and helping Cake continue its global growth.
Role Tasks Customer Onboarding - Assist with uploading new customer information into Cake including the company share registry and any equity incentive plans, importing template legal contracts, followed by 1-on-1 'Power Up' sessions. This includes onboarding US customers migrating from other equity management platforms.
Customer Support - Assist customers via Intercom (live chat), email and video calls (Google Meet), addressing queries and building strong relationships. You'll also help to automate recurring responses with bots and help centre articles.
Customer Feedback - Collect, organize and present customer feedback and data to the broader Customer Success and Product teams to drive product improvements.
Optimize Systems and Processes - Identify areas for improvement in customer support systems and procedures, implementing solutions to boost scalability and efficiency.
Help Center Content - Create help centre articles and engaging explainer videos for recurring questions - our customers love explainer videos so we really encourage everyone to get around this and be creative!
What you'll bring: The 'Must Haves' 2-3 years experience in SaaS, start-up or technology Customer Success/Support roles Experience with startup cap table management and stock option plansHighly confident with numbers, and confident in Excel / Google Sheets Exceptional attention to detail with a tendency to 'triple check' everythingConfidence working independently, and comfortable being "thrown in the deep-end" Strong problem solving, time management and prioritisation skills, with the ability to logically align high impact activities with company objectivesStrong English speaking and writing skills Ability to work US (PT) hours The 'Even Betters' Experience working with Intercom (or similar online chat systems), Hubspot, Stripe or ProfitWell As a 100% remote employee, we're looking for someone comfortable with asynchronous communication as the default and confident in being a proactive communicator. With our head office in Australia you'll need to be comfortable working across multiple timezones (including working with our US based team) to maximize collaboration with a global team. Ideally you have experience working asynchronously and are comfortable using tools like Slack and Loom to communicate as needed.
Why you'll love working at Cake We're a tight-knit crew of 25 global team members across North America, Australia, the Philippines, and Portugal. We work hard, play hard, and live for a creative, healthy lifestyle. We're all about flexibility, high-performance, and keeping our eyes on the mission. If you're passionate about startups and want to make a real impact, you'll fit right in.
Cakes company values Built on Trust: Fostering an environment of trust by being reliable, consistent, and transparent. We do what we say we're going to doStrength in Diversity: We seek out diverse perspectives and lived experiences to support and enhance our purpose. Our product and our impact is amplified by our inclusive and supportive culture.Hungry & Humble: Ambitious & humble people can change the world. Real progress is made when all of us make a concerted effort to bring more to the table. That means moving faster, prioritizing correctly and supporting each other to grow.Own our Mission: Our unwavering commitment to our mission, our team health and our values will allow us to build a generational company that will change the future.Health as an Enabler: We invest into our mental and physical health to allow us to perform at our peak and bring our best selves to work.Remuneration & additional benefits: Generous compensation, including quarterly company-wide bonuses based on growth, and participation in the Cake Equity ESOP (of course)Flexible working arrangements to fit your lifestyle - whether you need some time with your kids, pets, or just to get something done, we're open to flexible hours as needed5 weeks annual leave, with 5 days leave accrued from Day 1 to allow for flexibility from the get goBirthday leave (in addition to paid vacation leave)Opportunities for accelerated career growth as Cake scale What might be hard? We are a start-up, and are moving fast. We will make mistakes, and we will learn from them as we go. We are comfortable with chaos. Things move quickly here at Cake, and processes may change over night. We thrive on agility, but it can take some getting used to. We encourage autonomy. While we love the creativity and productivity it can inspire, it is not for everybody. We are customer focused. Without happy customers, we won't win. While this is really motivating and rewarding, it can be tough when our customers get a little needy sometimes! Get in touch! Think you might be a match?