Customer Success Lead

About Structure Financial:

Founded by MIT & Jump Trading alumni; backed by Polychain Capital; Structure empowers anyone in the world to access quality financial markets with ease. The Structure app replaces an antiquated financial system crippled by waste and opacity; we are repackaging legacy financial products that were designed for exclusivity and non-participation and transforming them into digital assets that are fit for a global public. We are a global, remote-first team of engineers, designers, traders, and innovators of all kinds working together to build solutions for globally systemic financial systems. We value innovative ideas and encourage the audacity required to bring those ideas to life. At Structure, you'll have an opportunity to invent industry-disrupting financial technology that will dramatically improve financial markets for decades to come. By joining us at this early stage, you will also have a significant influence on the design, direction, and vision of Structure. We’re looking for motivated individuals who share a passion for financial markets and building world-changing technology.

Responsibilities:

• Lead Structure’s Customer Experience team, which includes building & scaling Global Customer Care and Customer Intelligence
• Be the expert on our customers, representing their “voice", and translating this into lifetime customer value through engagement, retention, and revenue.
• Oversee critical Customer Care operations including QA, training, help center & knowledge base content, self-service, tools & software.
• Set goals and strategy for the whole customer support organization, and work with your team to execute and own team performance and project outcomes
• Partner with Operations, Product, and Engineering resources within Structure to (a) solve major recurring customer issues, (b) improve the availability and effectiveness of self-service interfaces, and (c) make issues faster & easier for consumer care advocates to handle.
• Develop an expert understanding of our platform and administrative tools.
• Identify and escalate bugs and technical issues to our engineering team
• Report on trends and other insights gathered from support channels to the team on a regular basis
• Onboard new customers and work cross-functionally with product and engineering to ensure value expectations are aligned and achieved from the beginning.



Required Experience:

• 5+ years experience managing and scaling a large, diverse, and distributed support team.
• Experience managing a complex, modern customer support stack, with best-in-class software and numerous contact channels (email, phone, chat, chatbot, SMS, social), workflows, and support tiers.
• In addition to having great empathy and soft skills for relating to your customers and team members, you're also highly data-literate, proactively inquisitive, and skilled in your own right in analysis and the use of related tools (spreadsheets, BI reporting tools, maybe even SQL)  
• Experience setting and exceeding goals and scoring high on key CX metrics covering customer satisfaction (CSAT, CES), service level (response times, etc), and agent productivity  
• You are experienced in client onboarding and KYC/client due diligence processes  
• First-hand experience working on high availability SaaS products  
• You are a superbly clear and persuasive communicator. You listen well and understand customer and company needs, and excel in both written and verbal communications.

Preferred Experience (Not Required):

• Recent experience in the FinTech, blockchain, or digital assets industry
• Passionate about crypto, blockchain, and/or DeFi innovation
• A proponent of open-source software licenses

Perks & Benefits

Bleeding Edge Technology

• You will work on industry-leading exchange, blockchain, and DeFi technologies that will improve markets for decades to come.

Cash Pays the Bills

• Structure offers competitive base salaries, regular merit increases, career advancement, and opportunities for performance bonuses.

Everyone is an Owner

• We believe everyone on the team is an owner of what we are building. Structure offers equity packages to all employees.

More than a Company

• Structure is more than a company, it's a movement. Make sure you're invested from the start with generous token allocations.

Take the Time You Need

• Unlimited time off that actually feels unlimited. We know our colleagues are passionate about their work, so we'll regularly remind you to set aside some time to relax and recharge.

Work from Anywhere

• Structure is globally distributed and remote-first. Work from home, the coffee shop, the mechanic, or the beach. We measure your performance by your results, not by your time in an office.