Customer Support Team Lead at Riskified
Riskified empowers merchants and shoppers to realize the full potential of eCommerce by making it safe, accessible, and frictionless. Our global team helps the world’s most-innovative eCommerce merchants eliminate risk and uncertainty from their business. Merchants integrate Riskified’s machine learning platform to create trusted customer relationships, driving higher sales while reducing costs. Riskified has reviewed hundreds of millions of transactions and approved billions of dollars of revenue for global brands and fast-growing businesses across industries, including Wayfair, Wish, Peloton, Gucci, and many more. As of July 29th, 2021, Riskified has begun trading on NYSE under the ticker RSKD.About the Role
At Riskified, our customers are our highest priority. The Customer Support team is the public face of Riskified for all inbound communications with merchants and customers. We’re looking for a team leader who will help us maintain our reputation as the premier eCommerce fraud-prevention solution.
We are looking for a motivated, experienced, creative and organized team lead, with a proven track record of managing a support and operations team in a B2B SaaS environment.What You'll Be Doing
- Directly manage a team of 5-6 customer service personnel
- Act as a high escalation point for top priority, production-critical, and business issues and dispatch them to the appropriate team
- Act as the voice of the customer within Riskified across all departments
- Help with onboard new Riskified clients and ensure their success using our services
- Train and mentor new customer support representatives. Conduct periodic reviews and evaluations of your team members
- Improve overall efficiency and performance by enhancing internal processes based on data analysis
- Manage the day to day operations of the team, including monitoring tickets and other tasks
- 2+ years experience managing customer-facing support and/or operational team; B2B SaaS environment a big advantage
- 4+ years experience in a client/customer success or operations role, preferably at the startup with a technology product.
- Superb writing and communication skills in English. Other languages are an advantage.
- Tech-savvy, problem-solving approach to challenges
- Experience with ticketing systems such as Zendesk, Salesforce, etc., Zendesk admin experience a huge advantage
- eCommerce/FinTech/Payments background is strongly preferred
- Knowledge of reading logs and/or data analysis and advantage
- Customer-focused with a strong sense of urgency
- Able to work flexible hours (evenings and weekends) if necessary (rarely)
We are a fast-growing and dynamic tech company with 650+ team members globally. We value collaboration and innovative thinking. We’re looking for bright, driven, and passionate people to grow with us.
- Our NYC team is currently working remotely. If anyone prefers to work in our office, we’re happy to offer an option to do so safely.
- When the situation improves, we’re looking forward to adapting a hybrid of remote and in-office work for all our team members.
- We’re growing at a rapid rate and have transitioned all our interviews to Zoom.
Some of our NYC Benefits & Perks:
- Fully-covered medical, dental, and vision insurance from your first day
- Equity for all employees, 401(k) + matching, commuter benefits
- Catered lunch, fully-stocked kitchen, team events, happy hours, birthday celebrations
- Yoga, pilates, soccer league, wellness classes
- Wide-ranging opportunities to volunteer and make an impact in local communities
- Commitment to your professional development with global onboarding, sales bootcamp, skills-based courses, full access to Udemy, lunch & learns
- Awesome Riskified gifts and swag!
Reuters: General Atlantic-Backed Riskified is Valued at 4.3 BLN in NYSE Debut
FoxBusiness: Fraud Protection Platform 'Riskified' Begins Trading on NYSE
Fortune Magazine: 25 Best Workplaces in New York
Announcing Riskified's $165M Funding Round
Inc Magazine: Best Workplaces
Built In NYC: 100 Best Workplaces
TechCrunch: Riskified Prevents Fraud on Your Favorite eCommerce Site
Calcalist: Riskified is the Most Promising Startup
Riskified is deeply committed to the principle of equal opportunity for all individuals. We do not discriminate based on race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other status protected by law.