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Customer Success Lead

  • Customer & Community
  • Full-time
  • US
  • Remote friendly

2022-04-07 18:13:40 UTC

Our mission at Slash is to help millions of professional resellers — solo entrepreneurs who buy and sell exclusive items for a living — make more money and take back their time. Still in beta, thousands of sellers use our capital and virtual cards to buy millions of dollars worth of profitable inventory every month.

It's a very unique time to join us. We proved a huge demand for what we're building (potential users badger us for access every day, and actual users are regularly offered hundreds of dollars for their access codes), and it’s early enough that you’ll have a huge impact and get a big part of the upside.

Slash is backed by NEA, Stanford University, and the founders of Tinder and Plaid.

What you’ll be doing

  • Lead a team of Customer Support Agents with set targets, SLAs and customer satisfaction expectations

  • Build out a knowledge base by synthesizing common customer concerns into simple, digestible articles

  • Grow team efficiency by training team members to elite levels, designing automation, crafting macros, or by any other means available

  • Reduce the number of tickets per customer by effectively communicating solvable problems to internal teams

  • Recruit and hire top agents

  • Work with product and business teams to incorporate customer feedback in order to constantly improve our product

  • Organize and execute your inbox, tasks, and objectives with our internal tool stack

  • Diligently follow through with proper documentation after handling customer concerns

  • Work and effectively communicate in a dynamic and fast moving environment across engineering, product, risk, growth and go-to-market to develop product and system specifications, metrics, KPIs and support procedures

We’re looking for someone who

  • 5 years of CX experience

  • 1-3 years in a leadership position

  • Familiarity with customer communication tools (Intercom, CRM, Analytics tools)

  • Excellent written and verbal communication

  • Wants to learn and get better every day

  • Is not afraid of ambiguity and exercises excellent judgment

  • Desire to work in a fast-paced environment, continuously grow, and master your craft

  • Alignment with Slash’s core mission of helping our customers make more money

Bonus points for

  • Familiarity with customer communication tools (Intercom, CRM, Analytics tools)

  • Passion for, or curiosity to learn, financial technology