Customer Support Lead
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Job Location:
Brooklyn, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
What were looking for ranked:
- You have led a high-performing team.
- You have previous experience in a customer-facing role ideally at a startup high-growth company or a business you started.
- You have excellent communication skills (written and verbal).
About Whop
Whop is a financial technology company on a mission to provide the world with sustainable income. Our vision is to create the worlds largest internet market where people can create connect and transact all from a single platform. Whop enables individuals and businesses to accept payments launch ventures and engage with others across the network.
Today Whop facilitates over $3 billion in annual payouts to people in 144 countries. Growth continues to accelerate with gross transaction volume increasing roughly 25% month over month.
Whop has raised hundreds of millions from institutional investors like Insight Bain Capital Ventures A* and Peter Thiel including a recent strategic investment from Tether the largest stablecoin company in the world.
Our current team is made up of young passionate entrepreneurs who grew up on the internet over 75% built a business before joining Whop including 53 former founders and 30 who scaled past $1M in revenue. Product leadership includes backgrounds from Meta and Robinhood.
For more information visit .
About the role
As a Customer Support Lead you ensure your team delivers the best customer support on the internet. You will oversee live chat conversations on Intercom handle escalations drive product feedback develop your team and maintain an exceptionally high standard for every customer interaction.
This role reports to the Head of Trust.
Hybrid NYC based : You must be based in NYC and come into our Williamsburg Brooklyn office between 10 am - 8 pm EST. You can work virtually outside of those hours.
Available shifts are:
- 8:00 am EST to 4:00 pm EST
- 4:00 pm to 12:00 am EST
You must be available to work on the weekends.
Scope:
- Handle escalated Intercom tickets and complex customer issues
- Lead daily team meetings to review progress and improvement opportunities
- Review team member performance
- Train new and upskill existing team members
- Identify and fix any workflow or escalation inefficiencies
- Make sure your team is in the loop and trained on any upcoming product updates
- Identify and raise biggest product issues to product and engineering teams
What were looking for
- Youve led a successful team - you know how energize and motivate
- Youre radically candid and do not shy away from hard conversations
- You have been called psycho for your work ethic
- Youre extremely curious personable and high EQ
- You have strong communication skills and instant response times
- You have high attention to detail; you care deeply about correctness
- You dont quit until youve found the solution to every hard problem
- You are scrappy and have a bias for action: no task too small no idea too big
Your first 90 days will look like the following:
- Within 30 days you will deeply understand Whops product key customer support workflows and team performance metrics.
- Within 60 days you will oversee all Intercom conversations handle escalated customer cases and raise product changes to solve the deep-rooted problem behind each issue.
- Within 90 days you will make sure your team has crushed all performance metrics.
Benefits Overview
Base salary of $100k performance-based bonus a competitive equity package
Unlimited PTO with full health vision dental coverage
Lunch & dinner paid for Monday thru Friday free Equinox membership Citibike membership free Ubers home after 10pm $9k annual rent subsidy if you live within 4 blocks of our 300 Kent office
The latest Macbook Pro & tech accessories
About Company
Whop is your home on the internet. You can discover interesting communities, meet cool people, and even start a business.
