Head of Customer Success

Long Game

1 month ago

10/12/2019 10:21:50

Job type: Full-time

Hiring from: US only

Salary: $85k – $100k

Category: Customer Support

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.

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