Posted over 4 years ago
Long Game is looking for a talented CS lead to join our team. This is a high-impact, high-ownership opportunity for someone wanting to solve a huge societal problem by joining our mission to help millennials live with less financial worry.
Long Game is a new type of financial app with an emphasis on user engagement and rewarding users for positive financial behaviors. The primary interaction on Long Game today is that users save in their Long Game savings account to play simple games of chance where the user can win cash (no money is at risk). Long Game is expanding quickly and is adding to the business team to support expansion efforts.
What you’ll do
Lead our Customer Success team and work alongside them to design and provide exceptional support to new and existing customers via email, chat, and phone.
Understand and help to implement and adhere to Long Game’s compliance policies and procedures
Implement processes, policies, and systems to scalably, repeatedly, and predictably ensure Customer and Team happiness
Report on Customer Success KPIs and improve performance in accordance with business objectives
Capture customer feedback, and participate in product issue resolutions and product enhancement efforts
Communicate regularly and work cross-functionally with our product team on support and product features and assist in design/implementation and QA
Evaluate, troubleshoot, replicate and document product bugs for further escalation to Engineering and our partner banks
Author knowledge base articles for product features and FAQ’s
Develop and document best practices for support process and product improvements
Be a team player and actively add to our company culture
What you’ll need
3+ years managing technical support professionals for a technical, consumer product
5+ years of experience in a customer service and/or technical support role for a fast growing tech company
Experience in financial services CS and knowledge of banking compliance is preferred
Consistent track record of achieving high levels of Customer satisfaction and aligning outcomes to customer and company goals
Experience leading remote teams
Excellent software capabilities including zendesk, google apps, cloud based business applications, etc
Experience with budgeting, prioritization, project management
Analytical problem solving abilities
A can-do and self-motivated attitude that lets you see what needs to be done and take action without constant direction
Excellent writing and communication skills
A serious view on confidentiality, compliance, and consumer data practices
A desire to build a career in CS
Be a team player and actively add to our company culture
Personal alignment with Long Game’s mission
Competitive salary and early-stage equity. To apply, please email [email protected] and include your CV and a link to your website. Feel free to include any additional details in the body of your email.