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Customer Experience Associate

| Greater NYC Area

As a Customer Support Manager, you will be one of the primary points of contact for customer inquiries and customer support questions.


  • Provide exceptional customer support through demonstrated product knowledge and issue resolution skills
  • Communicate with users through different channels including email, chat and social media
  • Update FAQ’s and knowledge base as the company evolves
  • Communicate with in house developers and other third party services to help solve user issues
  • Set up process for prioritization and routing of customer support issues
  • Set up proactive support
  • Track and report on customer support analytics
  • Enforce brand personality through all user communication


  • 3+ years experience in Customer Service for a B2C product with a significant volume of user issues
  • Proficiency in managing customer service software platforms such as Helpshift or Zendesk
  • Excellent communication skills
  • Familiarity with payment processing systems and dispute resolution (ACH, Credit cards, chargebacks, ACH returns, etc…)
  • Self-motivated, highly flexible and proactive with a team mentality
  • Able to work flexible schedule (mornings/evenings)
  • Proficiency in Mac OS, Google Docs and Gmail


  • Experience at a start-up
  • Great problem solving skills
  • Strong written communication skills
  • Worked in a B2C mobile product environment
  • Interest in lottery or igaming
  • Multi-lingual

*This is a part-time, hourly position with the opportunity to turn into a full-time position.

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Technology we use

  • Engineering
  • Product
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypescriptLanguages
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • TensorFlowFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • SketchDesign
    • AsanaManagement
    • JIRAManagement
    • SmartsheetManagement


Our new headquarters is located right at Bryant Park with great eats, happy hour spots, and transportation options galore.

An Insider's view of Jackpocket

How does your team reward individual success?

We have Friday Wins to celebrate what people have accomplished over the last week: new designs, new features in the app, new ads, marketing successes, etc. Throughout the day, people will give you shoutouts for good work on our Slack channels. Our CEO does a really good job of recognizing ideas and giving feedback.



How do you collaborate with other teams in the company?

Anything that will help Jackpocket users is part of my realm! Day to day that could mean working with developers to "check under the hood" and investigate potential issues, with the marketing team to ensure we're using consistent brand voice with our customers, or with product strategy so use customer feedback to enhance the app.


Customer Service

What are some things you learned at the company?

I joined Jackpocket in the early days, when there were only 6 of us, and knew absolutely nothing about the lottery industry. It’s exciting because there is no roadmap for the problem we’re trying to solve. We get to build everything from scratch. It’s a unique opportunity and a challenge—nothing fazes us!



How do your team's ideas influence the company's direction?

If we have ideas, we can run with them. And then before you know it, it’s a key feature to our business. People aren’t telling you no. I’ve been with Jackpocket since the beginning and a couple of big company milestones came about from a question like “Hey, could we get this to work…?” that someone took ownership of and ran with.



What’s the vibe like in the office?

It’s a friendly, comfortable atmosphere, and we interact with each other in a low-pressure way. We love to go to lunch and happy hours together. Maybelle (our office dog) is usually running around. The people are a family.


Motion Designer

What are Jackpocket Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
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