Come shape the future of commerce built for passion with us!
WhatÂ’s commerce built for passion? ItÂ’s a fair question, especially since EQL is the first of its kind…
We’re building commerce for brands that don’t just have customers, they have fans. Where the passion that surrounds products is off the charts, but also means the experience has traditionally gone off the rails with lackluster experience—sites crashing, bad actors, empty carts. If youÂ’ve ever tried to get your hands on a pair of Jordans, coveted handbags, Taylor Swift tickets, or a ticket to a footy final, you know what happens next.
Fans and bots rush the retailer’s site. The thing you thought you had in your cart disappears. You desperately click ‘next’, and after staring at a spinner for the longest time, you get forcibly logged out and end up back on the homepage. Five minutes later, you’ve got a pending charge on your credit card but nothing to show for it. Soon you’ll be turning to the resale market in desperation…
This is where EQL comes in. WeÂ’re on a mission to build the worldÂ’s first and fairest launch platform for both fans and retailers.
Our platform helps global brands and retailers maximize these high-intensity retail moments. We provide hype-scale infrastructure, bot and scammer detection and robust checkout management so that sites donÂ’t crash, scammers are squeezed out, and REAL fans win. We do this using a bunch of extremely cool and innovative technologies, and weÂ’re constantly iterating to improve the fan experience. WeÂ’ve raised capital from leading VCs and angel investors across the world who believe in our mission and who are as excited about solving this pain for our customers as we are.
Who we are
EQL is a place where people can thrive and bring their whole selves to work while solving some really cool challenges. ItÂ’s fun, itÂ’s hard, itÂ’s the bravest thing weÂ’ve done, and we are looking for brilliant people to do it with us. We know that weÂ’ll win by building a company of talented, curious people to help us tackle the gnarly hurdles we know are coming. Over the last 12 months weÂ’ve already managed to find some of the best, brightest, and most importantly kindest out there and we want to continue that trend! If you think you might be one of these people, weÂ’d love to have you on board.
We know that when applying for jobs, it is very common for people, particularly women or those from minority groups, to focus on their gaps and weaknesses, rather than their strengths. If youÂ’re passionate about EQLÂ’s mission but you donÂ’t feel totally confident you meet all our selection criteria, we strongly encourage you to apply anyway.
What youÂ’ll do
We’re looking for a Senior Customer Support Manager to take the reins in a transformation to meet the evolving needs of B2C customers in our Fan universe. This role focuses on addressing complex queries while enhancing self-service options through knowledge bases and automation.
Utilizing a wide range of tooling available, the goal is to efficiently manage an increasing volume of support requests for both B2C and B2B customers across Fans and Retailers. Key responsibilities include establishing best practices, improving reporting mechanisms, and refining escalation pathways, all while ensuring that customer interactions reflect the EQL brand’s commitment to excellent service. If youÂ’re ready to make your mark, thereÂ’s a lot that goes into it, including but not limited to:
• Own, develop and evolve the Customer Support function to meet the evolving needs of our growing customer base
• Scale yourself; become an expert in dealing with complex customer queries, whilst building and providing the materials and resources for customers to be able to self-serve more basic requests using knowledge bases, workflows and automation
• Use software and tooling at your disposal to create efficiencies and process to deal with an increasing volume of customer support requests in an efficient manner
• Work with B2C and B2B customers to handle support requests across two core product types
• Establish ‘what good looks like’ for Customer Support and build reporting to serve updates to the organisation on the state of Customer Support periodically
• Work with teams to establish and refine escalation pathways so that more complex issues in both B2B and B2C groups are served in the correct way
• Work cross functionally with team members across the business for various means
• Ensure Customers in both B2C and B2B are handled in a way that represents the EQL brand
Who we look for
We focus on hiring values-aligned people because we believe the right person can learn everything to be successful in their role. We know that self-belief plays a big part in what you apply for, so we encourage everyone to apply even if they feel nervous about doing so. We donÂ’t require degrees for any roles and we wonÂ’t pass judgement on career gaps or changes!
We believe youÂ’ll succeed in this role if you have:
• 5+ years working in Customer Support of related roles, ideally in fast-paced Start-Up or SaaS based environments
• Experience (and/or interest) in how software products are developed, iterated and how features impact the way Customer Support is handled for groups of Customers
• Expertise in using various industry standard tools and CRM such as Hubspot, Zendesk etc.
• Experience using software and tooling to create automations, workflows and high quality knowledge bases for customers to be able to self-serve the most common requests
• Proficiency in building and understanding reports, datasets and dashboards that help to visualise the performance of the Customer Support function, and identify trends and further pain points to address
• Experience building Customer Support processes and using tooling like Notion to create internal staff resources
• Exceptional relationship building, verbal and written communication skills, with a proven ability to work with various stakeholders cross-functionally
What we offer
Fairness is not just something for our fans and retailers – itÂ’s part of who we are which is why:
• We provide equity in EQL – we want our team to have skin in the game and to be as invested as we are in EQLÂ’s success. We want the people that will make EQL successful to share in that success
• We provide competitive compensation and evaluate the market to ensure that remains true. The salary range for this position is $70 – 90,000 USD
• We provide a flexible work environment because we understand that everyone works differently and want to support our team to be their best
• We provide generous time off above and beyond what we are required to because we know that well-rested people make better decisions and are more engaged – when you thrive we thrive
• When you want to collaborate in person with other humans, we have a workplace that welcomes the whole team including their furry friends.
At EQL, diversity, equity and inclusion are fundamental to how we grow and operate our business. WeÂ’re building a diverse workforce that cultivates and supports all individuals. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, colour, gender, sexual orientation, age, disability status, marital status, caring responsibilities, pregnancy status, religion, political opinion, national or social origin
