Customer Service Manager, Masterworks
$100-150k
Platform for art investment
Job no longer available
Platform for art investment
201-500 employees
Job no longer available
$100-150k
201-500 employees
Company mission
Masterworks' mission is to make art investable.
Role
Who you are
- You are highly process driven, solutions minded and obsessed with tracking metrics to hold teams accountable
- You have experience in organizing a ticketing tool/pipeline (Zendesk, Hubspot Service, etc), establishing the right KPIs and understanding how to prepare and manage an outreach campaign via email and phone
- You thrive on being a resourceful problem solver
- 5-7 years experience in customer service, customer success or related field
- Ability to take on complex problems and create routes to scalable solutions quickly, decisively, and resourcefully
- You have set up/worked with Zendesk, Hubspot Service or other ticket management / CS tools
- You love to create dashboards or other visualization tools to track objectives––Airtable, Tableau or similar
- You have task management superpowers–Clickup, Monday, Asana, Airtable or similar
- You are comfortable or savvy enough to manage KYC checks
- You can work with Excel / Google Sheets in your sleep
- You have managed direct reports before
- You posses technical savvy, specifically the ability to navigate multiple complex systems simultaneously to respond to customer inquiries
- You just need to figure out how stuff works–intellectually curious
- You communicate with clarity, brevity and free of jargon/corporate-speak
- You can build rapport with anyone as you will speaking with our customers through email and in real-time over phone
- Meticulous attention to detail
- Need to be in high-growth, fast-paced environment
- Must be eligible for full-time US work - no exceptions
- Must be able to work from our NY office
What the job involves
- We are seeking a Investor Services Manager to lead our customer success team
- You and your team will be responsible for ticketing, KPIs/SLAs, knowledge bases, chatbots, tools and collaborating to resolve issues from our existing investors
- You will be the first point of escalation for priority issues
- You will collaborate cross functionally with our product, engineering and finance teams in escalating and writing product requirements for recurring and priority issues and feature requests
- You will develop solutions for routine and low priority inquiries, such as submission forms, chatbots, knowledge bases, automated ticket routing, etc
- You also will be responsible for managing existing investor outreach during payouts and for other ad hoc projects
- You will manage a small team initially (2-4 representatives), including training, mentoring, tracking and evaluating on-going staffing needs
- Take ownership of the investor / customer service function with a focus on process optimization and scalability
- Establish a ticketing system to track, resolve and escalate customer service questions among existing investors
- Respond to priority investor tickets and show judgment to escalate and involve senior resources
- Coordinate with payment operations team to resolve specific investor payment needs
- Create call scripts, knowledge base articles, FAQs, chatbots and templated responses for routine questions
- Create and manage email templates and sequences for investor outreach campaigns
- Draft product requirements for engineering/product to address routine platform issues or develop in-house solutions
- Collaborate with finance, product and engineering teams to develop new platform improvements
- Become an internal expert on the Masterworks platform and its related systems
- Be the internal spokesperson for existing investors as they interact with the Masterworks platform
- Manage staff–setting ongoing priorities, holding members accountable, evaluating staffing needs
- Measurements of Success in First 90 Days:
- Own customer service at Masterworks and develop core expertise of Masterworks platform
- Reduce routine tickets by 80% by creating an effective knowledge base or other tools to address recurring issues/questions
- Establish and manage team to % of tickets resolved in X days, ticket aging, last touch, etc
Our take
In the age of democratising access to financial platforms, Masterworks epitomises the trend through its platform, which breaks down the walls to art investment. Traditionally guarded by old institutions and reserved for the uber-rich, the company supplies a way for retail investors to access the space by pioneering the ‘fractionalising’ of art pieces.
Through Masterworks, SEC-qualified paintings by names like Banksy, Monet, and Picasso are portioned, allowing retailers to hold just a percentage of the piece via its platform. Having acquired over 100 assets, worth a total of hundreds of millions of dollars, the company has scaled well and remained agile as it capitalises on the ever-increasing popularity of alternative assets.
The company has also focussed on building out its technological capabilities. For instance, by leveraging proprietary data - acquired from becoming one of the most important buyers on the market - Masterworks believes it can deliver increased returns for its retail investors, adding further value to its platform that should attract and retain users.
Freddie
Company Specialist at Welcome to the Jungle
Insights
160% employee growth in 12 months
Company
Funding (1 round)
Oct 2021
$110m
SERIES A
Total funding: $110m
Company benefits
- Paid time off for vacation, sick time, and corporate holidays
- 401k option
- Daily buffet style catered lunch with options for every diet
- Lunch & Learns - Featured guests and Masterworks leadership share their experiences
- Monthly happy hours
- Medical, dental, and vision coverage for all our full-time employees
Company HQ
World Trade Center, New York, NY
Leadership
Scott Lynn
(Founder & CEO)Founded Virtumundo which developed one of the first viral internet games. Went on to found and chair V2 Ventures, which invested in or acquired startups in the online advertising space. Also founded Payability, an eCommerce funding platform.
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