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JackPocket // lottery tickets app
Remote, New York City or Santa Barbara, CA    Posted: Thursday, September 01, 2022
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Jackpocket is the first mobile lottery app in the U.S. that offers players a secure way to order official state lottery tickets, such as Powerball, Mega Millions, & more, via their smartphones. We're creating a more convenient, fun, & responsible way to play the lottery by modernizing the $300B global lottery market with a mobile platform that everyone, including grandma, can feel good about.

As Jackpockets Head of Customer Support, you will lead the development & expansion of our support function end to end with a focus on best practices, employee engagement, & optimal customer experience. This role will also serve as the ultimate voice of the end user & collaborate across functions to ensure customer feedback is leveraged & needs properly are addressed.


  • Assume full ownership of the Customer Support function at Jackpocket with a focus on process optimization, personnel development, & scalability 
  • Lead ongoing staffing strategy to consistently meet hiring goals & ensure all customer needs & SLAs are met
  • Develop & implement robust training & ongoing development for new & existing CS staff members
  • Establish & evangelize standards & best practices to ensure the best customer experiences possible 
  • Serve as the ultimate escalation point for highly complex issues
  • Deliver meaningful customer insights to cross functional partners & collaborate with product stakeholders to ensure high priority needs are properly addressed 
  • Manage all performance evaluation & career development initiatives for the CS organization
  • Provide mentorship, coaching, & consistently work to bolster employee engagement & morale on an ongoing basis


  • 10+ years of leadership experience within Customer Support, preferably for a mobile first, B2C product 
  • Experience developing & executing strategies around training & development, performance evaluation, team structure & career pathing, & staffing & retention across multiple geographies
  • Deep understanding of Zendesk or similar tools & ability to optimize the utilization of such tools across the organization
  • Outstanding communication, organization, & people management skills
  • Experience leveraging customer feedback into actionable insights for product & technical stakeholders
  • Willingness & ability to travel as needed

Why Jackpocket?

  • Medical insurance covered up to 100% by Jackpocket
  • Dental & vision insurance
  • 401(k) matching
  • Stock options
  • Commuter benefits & Citi Bike membership
  • Discounted gym membership
  • Catered meals & stocked kitchen
  • Flexible working hours
  • Autonomy & upward mobility

This is a full-time exempt position & is not eligible for overtime under FLSA requirements. We are an equal opportunity employer & all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Jackpocket is committed to providing access, equal opportunity, & reasonable accommodation for individuals with disabilities in employment, its services, programs, & activities. To request a reasonable accommodation, contact

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