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Customer experience lead

Our purpose is to empower our next generation to be great with money. To do this, we built SquareOne: A parent + child app, connected to a kid’s card, that parents control. Think of it like a ‘my first account’ for the digital, cashless world.

We’re fast becoming the incumbent for youth accounts in NZ. In a few months since launch, we’re nearing 15,000 customers in our community, and the feedback is amazing. We’re having a real impact on peoples’ lives, and we’ve got huge plans for the future, including taking our Mastercard partnership to the next level with international expansion, and, here at home, growing into a much bigger product suite for the whole family. NZ still doesn’t have its first neo-bank, so that title is up for grabs… Right now though, we need to make sure we manage our rapid growth, and that’s where you come in!


ABOUT YOU
Resilient + up for a challenge. You enjoy hard work and the thrill of chasing a massive target. Friends would say you're honest, capable and a natural high-achiever... And down to earth, with a decent sense of humour. 

 

You love your work and understand that it's also meant to be fun. Mature enough to deal with a high-trust environment, flat structure, and lots of autonomy, you're probably looking for more than just a job. You may even be looking for a once-in-a-lifetime opportunity. You’re:

+ A fast learner
+ Seriously digital-savvy, with a good head for logic and problem-solving
+ Highly organised with great planning skills
+ Able to assign, monitor and adjust priorities on the fly

+ Quick to identify issues, and segue them into opportunities
+ An outstanding communicator, you see the forest for the trees - interpreting complex issues and solving them in terms that customers can relate to. Bonus points if you already know intercom.


ABOUT THE ROLE
You’ll be taking the lead as we build our team of customer support heroes. This is a fast-moving, scaling fintech startup, so no two days look the same. We have some great tools in place already (like intercom, among others) to help us manage things as we scale. You'll be building processes as you execute daily - to forge a path for your future reports / team mates.

You’ll be setting the new standard for customer experience in the finance world. It’s an industry that has a lot of work to do in this regard, and our CX is something that’s already setting us apart, and generating a lot of wins. You'll also be ensuring regulatory compliance, while keeping a keen eye on identifying, managing and resolving potential fraud cases. 

 

WHY THIS IS AN AMAZING OPPORTUNITY
You’re joining a small team at an early stage, with a huge goal, and the expertise, funding and partnerships to pull it off… That’s what makes this adventure so exciting. In all of this you'll have the backing of two passionate founders and a supportive team, who want you to achieve your best potential. Equity options are available, and growth potential is near-unlimited. We’d love to hear what you can do to make the boat go faster!

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