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Head of Customer Support
2 years ago
A bit about us:
NFTs have rapidly grown in popularity over the past year. These digital assets allow people to own anything from in-game items, digital art, music, and financial instruments. To tackle this opportunity, we’ve built a platform for developers to build with NFTs and a gaming studio to deliver NFT content.
With at least $100bn spent on in-game items a year, we believe the gaming industry is a perfect use case for NFTs. The Immutable Studio gives true ownership to players by building games where they are free to buy, sell, and trade their hard-earned in-game items.
At the same time, NFT trading is inefficient: transactions take time to confirm, and Etherum can process fewer than 5 NFTs per second for the whole world combined. To solve this problem, we have built the Immutable X platform to help businesses scale NFT trading—providing instant trades, scalability, and no gas fees without compromising user custody.
We’re looking for a Customer Support leader who will define the strategy and build the support organization of the whole company—for the tech platform and our gaming studio. Ultimately, you’ll be accountable to turn Customer Support into a strategic advantage for the business.
You will have the opportunity to:
- Set the strategy, not just execute. We believe a superior customer support experience can be a strategic advantage for Immutable. You’ll get to define the direction of customer support
- Build and create your own team. Hire and coach a team from the ground up based on what team structure you believe will deliver the best customer outcomes
- Partner with stakeholders. Own cross-functional relationships with company leaders to deliver a superior customer experience
- Advocate for multiple customer audiences. Be the voice and representative of end-users across the entire range of audiences under Immutable—gamers, NFT traders, developers, crypto degens, and our partners’ end users
- Be accountable for the department. Have control over the customer support organization budget while establishing processes for a scalable and efficient support model
You’ll have:
- Minimum 5 years+ in customer support, experience, or success
- Minimum 3 years+ managing teams
- Experience in tech and software space
- Strong communication skills and the ability to articulate customer problems
- The ability to develop and set strategy
- A willingness to get your hands dirty through a hyper-growth phase scaleup
Some extra skills that would be awesome:
- Passionate about blockchain and NFTs
- Technical and coding background
Some of the things we can offer you:
- Competitive Salary and Employee Stock Options: Everyone in our team contributes to the success of our game-changing products, which is why we share all our wins company-wide. As we continue to succeed, stock options and a competitive salary mean you get to enjoy the upside!
- Flexible working life and $750 WFH set up allowance: Work-life balance is important. Whether you want to work from home or come to our new, shiny, Sydney office the choice is yours. To help you get comfortable working from home we’ll assist with a $750 contribution
- Paid Parental Leave: We celebrate our growing Immutable family!
- Employee Assistance Program: A 24/7 service that includes unlimited counselling for you and your family
- EOY and Birthday Leave: You can enjoy 2 additional paid annual leave days at EOY and a paid day off for your birthday
- Internet and Phone Allowance: $900 annually to put towards your mobile and internet expenses
- Learning and Development: We are dedicated to your professional development. You’ll get access to thousands of online learning courses via Go1, Udemy and Naspers. Immutable will also contribute between $1500-$2000 annually for you to invest in your continued education
- Wellness Benefits: Work-life balance and your wellbeing are important to us. We will contribute $1200 annually to put towards anything that contributes to your mental or physical wellbeing
- Diversity and Inclusion: We are committed to building a diverse and inclusive community for everyone. We’ve joined the Project F initiative aimed at removing the systemic barriers to achieving gender-balanced technology teams
- Personal perks: Perkbox benefits including premium access to Aura, Calm, an online fitness portal and discounts at major retailers
- Ideal office location: On-top of the Apple store on King Street, Sydney, CBD
- Social events: Fun and regular company events to relax and connect with teammates
Additional Information:
Immutable is committed to building and fostering an inclusive, diverse workplace. We believe in incorporating everyone’s perspectives and experiences as this has been a significant driver in our success so far.
For this reason, we strongly encourage candidates of all backgrounds to get in touch. Even if you don’t meet all the requirements of a job listing, do yourself (and us) a favour by still applying! It’s highly likely you’ll bring something to the workplace that we haven’t thought of yet, and we would love to hear from you.
We are a 2021 Circle Back Initiative Employer – we commit to respond to every applicant.
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