Jackpocket is the first mobile lottery app in the U.S. that offers players a secure way to order official state lottery tickets, such as Powerball, Mega Millions, and more, via their smartphones. We're creating a more convenient, fun, and responsible way to play the lottery by modernizing the $300B global lottery market with a mobile platform that everyone, including grandma, can feel good about.

As Jackpocket’s Head of Customer Support, you will lead the development and expansion of our support function end to end with a focus on best practices, employee engagement, and optimal customer experience. This role will also serve as the ultimate voice of the end user and collaborate across functions to ensure customer feedback is leveraged and needs properly are addressed.

Responsibilities

• Assume full ownership of the Customer Support function at Jackpocket with a focus on process optimization, personnel development, and scalability 
• Lead ongoing staffing strategy to consistently meet hiring goals and ensure all customer needs and SLAs are met
• Develop and implement robust training and ongoing development for new and existing CS staff members
• Establish and evangelize standards and best practices to ensure the best customer experiences possible 
• Serve as the ultimate escalation point for highly complex issues
• Deliver meaningful customer insights to cross functional partners and collaborate with product stakeholders to ensure high priority needs are properly addressed 
• Manage all performance evaluation and career development initiatives for the CS organization
• Provide mentorship, coaching, and consistently work to bolster employee engagement and morale on an ongoing basis

Qualifications

• 10 years of leadership experience within Customer Support, preferably for a mobile first, B2C product 
• Experience developing and executing strategies around training and development, performance evaluation, team structure and career pathing, and staffing and retention across multiple geographies
• Deep understanding of Zendesk or similar tools and ability to optimize the utilization of such tools across the organization
• Outstanding communication, organization, and people management skills
• Experience leveraging customer feedback into actionable insights for product and technical stakeholders
• Willingness and ability to travel as needed

Why Jackpocket?

• Medical insurance covered up to 100% by Jackpocket
• Dental & vision insurance
• 401(k) matching
• Stock options
• Commuter benefits and Citi Bike membership
• Discounted gym membership
• Catered meals and stocked kitchen
• Flexible working hours
• Autonomy and upward mobility

This is a full-time exempt position and is not eligible for overtime under FLSA requirements. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Jackpocket is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, contact hr@jackpocket.com.