Payments and Support Specialist

Why Shiftsmart

Were building the Amazon of labor. Were a labor platform pairing end-to-end workforce management technology with a rapidly growing global network of 5M flexible workers to create scalable labor solutions for the largest companies and government agencies in the world like Circle K Pepsi Walmart Starbucks and more. Our unique business model fractionalizes jobs down to shifts and makes it easy for workers to work across multiple companies through a digital marketplace. Were one of the fastest-growing startups in the country. Weve grown 2-3x each year since we started paid over $130M in wages to hourly workers and raised $120M from top-tier investors including D1 Capital & Imaginary Venturesand were only getting started.

Our mission is to build the worlds leading platform for hourly workers and enterprises enabling flexibility choice and upward social mobility.

• Join a rocketship. This is a unique opportunity to join the ground floor of a rapidly scaling business that is changing the way hourly labor works and capturing a $2 trillion dollar opportunity in the US alone.

• Ownership impact. Join a team that is challenging and supporting one another to build a great business and create flexibility choice and upward social mobility for workers everywhere.

• Captain your career path. Enjoy accelerated learning and growth working with a world-class team from top tech companies (e.g. Uber Airbnb Google Amazon) business schools (e.g. HBS GSB Wharton) and professional services (e.g. Bain BCG Goldman).

• Become a world-class executor. We believe that #ExecutionIsBinary and are dedicated to helping you master that skill for life here and beyond.

Mission:

The mission of the payments and support team is to ensure that our partners have the greatest possible experience on our platform. The team works closely with partners in product engineering operations and growth to not only solve pressing partner issues and challenges but identify those challenges at their source and solve them. Utilizing data analysis and deep relationships with our workers as well as cross functional teams this group is responsible for ensuring every partner is paid on time and has a positive working relationship with our application.

This role is based in New York City (HQ) with typically 4 days in office

Outcomes:

Your role will evolve over time but some of your early responsibilities will include:

• Running and Improving our Payment Process: Identify the indicators of a successfully worked shift in order to build a decision tree that leads to high confidence payments decisions; iterate on that process based on new data inputs

• Drive Higher Confidence Approvals: Work with product supply and marketplace teams to remediate checks that our partners are consistently failing during their shifts

• Build and Operate our Partner Support Infrastructure: Run a partner-focused support practice designed to identify and correct issues ahead of payment process

• Improve the Partner Experience: Create a feedback loop from partner support data to product orientation supply and marketplace teams in order to alleviate common issues and reduce the incidence of support outreach

Competencies: Who you are

Do you have what it takes to launch pilots successfully and fundamentally change labor Here are the attributes youll need:

• Results-driven: You have a track record of driving outcomes and accomplishing objections regardless of perceived blockers or setbacks

• High Ownership: Youre motivated to constantly improve the partner payments and support function and drive cross-functional change where needed in order to better the partner experience

• Analytical: You can size and prioritize issues based on their magnitude; youre able to break down a problem into its component parts and identity the root cause of partner issues; you can measure the impact of your work on key metrics

• Empathetic: You understand the partner experience and can use that understanding to anticipate and remediate issues that partners are likely to face during their shifts before they become an issue; youre motivated to make the partner experience delightful

• Independent: You can take an initiative and run with it and dont need to be repeatedly shown how to solve the same problems

Compensation philosophy

To provide greater transparency we share base salary ranges which are based on role and level benchmarked against similar stage high growth companies. Offers are determined based on multiple factors including skills work experience and relevant credentials.

In addition to competitive salaries and meaningful equity we offer the following benefits:

• Comprehensive healthcare coverage: We cover 100% of employee premiums for medical dental and vision care (60-75% for dependents)

• 401(k) match program: We match 100% on the first 3% of your contributions and 50% on the next 2% for a maximum match of 4%

• Generous fully paid parental and family leave policies

• Pre-tax commuter benefits

• Collaborative office with fully stocked kitchen @ 1 World Trade in Manhattan

Equal opportunity employer

Shiftsmart is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status.

Operating Principles @ Shiftsmart

Inspired by Leadership Principles @ Amazon

Execution Is Binary

We #GetShiftDone. We take immense pride in both the quality of our work and our relentless determination to deliver on our commitments. If we say we are going to do something we do it.

We own the outcome with an unstoppable mindset through the finish line and are impatient to move the ball forward. This means we work really hard execute with urgency and ruthlessly challenge timelines for anything important. As a result we do not defer responsibility to other teams or individuals. Instead we take the problem as far as we can and only when needed ask others for help.

Each time a crisis or opportunity emerges we take the hill as one team because we are allergic to the words it cant be done.

Missionaries Not Mercenaries

We before me. We believe in our mission to build a better world for workers. We understand why our work matters and take seriously how it impacts our customers and our partners. This belief permeates everything we do from the strategic to the mundane.

We are energetic ambitious and want to win. We constantly raise the standards for ourselves and everyone around us. We show up for our customers our partners and most importantly our teammates and make every effort to build lasting relationships with each of them.

We do not measure success based on our titles or the size of our empires. This also means we put the needs of the business before the details of our job descriptions. Rather than fight for a bigger piece of the pie we fight to grow the entire thing and recognize this is how to grow our careers too.

Inputs > Outcomes

We work really hard. Fundamentally changing how labor works is not easy. It often requires long days late nights and weekends to deliver on our commitments. We lean into this challenge.

We focus on the process. We think in terms of value chains and appreciate that a bad process with a good outcome is simply dumb luck.

We lead with data. We use facts not fiction to build narratives and make decisions. To do this we prepare written memos in advance and resist the urge to engage in endless water cooler what ifs because we value the time and attention of our teammates.

We hire and develop the best. When we decide to hire a new team member we do so because we believe they will increase the talent density on our team. We view ourselves as leverage maximizers rather than inconvenience reducers and strive to increase the output of everyone we interact with.

Honesty Over Harmony

We share the truth even when it is painful. We do not however share the truth callously to hurt peoples feelings or make them look bad. We also assume positive intent. If someone is not delivering in a way that we need we ask them and tell them before assuming the worst.

We embrace mutual feedback. As people leaders we care more about our teams growth and success than how much others like us. As individuals we seek accept and apply feedback. We do not give or take feedback personally because we understand it enables us to learn and grow.

We tell the truth to ourselves. We reject a pollyannaish view of our world. Instead if something isnt going well that we are responsible for we call it out. And when someone calls out their own truth that may be less optimal we dont punish them for it.

We have the meeting in the meeting. If something is broken or we disagree we call it out and say something in the moment even if it feels uncomfortable to do so. This means that if something is broken we do not just accept it and complain later.

Invent & Iterate

We are inventors @ heart. We categorically reject the phrase that is how its always been done and constantly discover new and better ways to do more with less. This means we are resourceful and often do things that dont scale only to create ways to scale them later. Were builders.

We think BIG. At every level of the company we embrace big hairy audacious and transformative goals. We fear lack of progress and incremental thinking more than failing to deliver or falling short of an audacious goal. We believe courage means to try without fear and learn without ego.

We do not let perfect get in the way of better. When faced with the choice we prioritize delivering something even if imperfect over endless debate and alignment. We embrace good mistakes.