About Cardlytics
Remember that time you got cash back on a cup of coffee through your banking app? That was us!Cardlytics (NASDAQ: CDLX) is the industry-leading purchase intelligence and incentives platform. We are a product-driven company that cares about three things: our people, our customers, and our partners. Together, we make commerce more rewarding for everyone by helping businesses attract, understand, and incentivize consumers through their banks’ digital channels.
About the Team
Platform Support acts as the liaison between Banks and our Engineering teams to help get the Banks technical issues resolved. We handle and share the communications between the teams involved on both sides.
About the Position
Reports to: Sr Mgr, Platform Support
You will:
- Learn Cardlytics products, platforms, customers and business models to gain expert level knowledge in three or more key areas.
- Play an active role in a platform support team that fields escalations from Cardlytics banks, data and advertiser platform & products, for both internal and external customers
- Advocate for tools & processes to improve support team's experience for medium and high-volume issues
- Partner closely with cross functional teams such as Operations, Engineering and Product Management to identify, debug and bring issues to resolution in agreed upon SLAs
- Take ownership of escalated issues and work with partner organizations (engineering) to make sure those issues are resolved, root cause analysis is completed
- Provide a high quality of service with accountability to help grow the business and delight all customers by setting and hitting success metrics consistently
- Document all bank information required in CRM ticketing system and slack channels
- Document and maintain platform support processes
- Participate in on-call rotation
You have:
- 3+ years of increasing experience in both functional and technical customer support for software products (Cardlytics experience a plus)
- Experience working in large distributed systems in a cloud environment.
- Experience with cloud platforms and services, particularly AWS.
- Experience with common ticket-tracking applications, such as Jira or ZenDesk
- Experience with Data Dog
- Experience with Slack and OpsGenie is a plus
- Strong written and oral communication skills
- Understanding or desire to learn and build technical skills
- College degree or equivalent experience in technical field
- Genuine curiosity to understand how the various Cardlytics systems operate
- Some experience in either Finance/Banking, Advertising or Marketplaces is bonus
You are:
- Able to work both up, down and across org structures
- Proactive with diligent work ethic
- Committed to following through and following up on issue
- Capable of working independently
At Cardlytics, our people, partners and product are the driving force behind everything we do. Our shared values embody our commitment to those three things. Across all roles, we are looking for teammates with these values:
- Customer and Partner-first
- Act with Urgency and Focus
- Integrity with our partners and data
- Accountability even when challenged
- Empowerment over hierarchy
- Growth over comfort
Benefits and Perks
- Flexible paid time off plus company holidays
- Medical, dental, and vision insurance begins on your first day
- 401(k) retirement plan with company match, plan also includes a student loan debt repayment option
- Employee Stock Purchase Plan
- New hire home office stipend
- Monthly phone/internet stipend
- Educational assistance for continuing education
- Lifestyle Spending Account for physical, emotional, and financial wellness (like gym memberships, home down payments, art classes, park passes, and more!)
- Complementary Calm app subscriptions to support employee mental health and wellbeing
As an equal opportunity employer, Cardlytics is committed to diversity, equity, and inclusion. Our people bring our products and organization to life, and every unique perspective makes us better. If you can do the job and you’re excited about growing with us as we scale our best-in-class advertising platform, we’d love to hear from you. If you need accommodation in the recruiting process due to a disability, please email recruiting@cardlytics.com or inform your recruiter.
