About Masterworks:

Masterworks is a fintech platform that allows anyone to invest in SEC-qualified shares of multi-million dollar paintings by names like Banksy, Basquiat, and Picasso. In just three short years, we have built a portfolio of nearly $700 million in world-class artworks, introducing over 575,000 individuals to the $1.7 trillion art market.

Masterworks has been covered by major media publications such as The New York Times, CNBC, The Wall Street Journal, and the Financial Times, and was recently recognized as one of the Top 50 Startups in the US by LinkedIn.

In 2021, Masterworks achieved unicorn status raising $110M in its Series A fundraising round at a valuation exceeding $1 billion.

Our 200+ employees are based out of our offices at Brookfield Place in the Financial District of New York City. With an entirely in-office team, there are endless opportunities for collaboration, innovation, and learning.

Why Masterworks?

• Do you thrive on disruption?
• Do you want to live at the cutting edge of finance, technology, and art?
• Are you passionate about democratizing alternative investments?
• Do you enjoy meaningful work that has a noticeable impact on business performance?
  
  
  

If you answered “Yes” to any of the above, we'd love to hear from you!

Position and Responsibilities Overview:

We are seeking a Investor Services Manager to lead our customer success team. You and your team will be responsible for ticketing, KPIs/SLAs, knowledge bases, chatbots, tools and collaborating to resolve issues from our existing investors. You will be the first point of escalation for priority issues. You will collaborate cross functionally with our product, engineering and finance teams in escalating and writing product requirements for recurring and priority issues and feature requests. You will develop solutions for routine and low priority inquiries, such as submission forms, chatbots, knowledge bases, automated ticket routing, etc. You also will be responsible for managing existing investor outreach during payouts and for other ad hoc projects. You will manage a small team initially (2-4 representatives), including training, mentoring, tracking and evaluating on-going staffing needs.

You are highly process driven, solutions minded and obsessed with tracking metrics to hold teams accountable. You have experience in organizing a ticketing tool/pipeline (Zendesk, Hubspot Service, etc), establishing the right KPIs and understanding how to prepare and manage an outreach campaign via email and phone. You thrive on being a resourceful problem solver.

The Customer Service Team will sit within the Finance and Operations function and initially report to the Chief Financial Officer.

Responsibilities:

You will be responsible for managing a team to:

• Take ownership of the investor / customer service function with a focus on process optimization and scalability
• Establish a ticketing system to track, resolve and escalate customer service questions among existing investors
• Respond to priority investor tickets and show judgment to escalate and involve senior resources
• Coordinate with payment operations team to resolve specific investor payment needs
• Create call scripts, knowledge base articles, FAQs, chatbots and templated responses for routine questions
• Create and manage email templates and sequences for investor outreach campaigns
• Draft product requirements for engineering/product to address routine platform issues or develop in-house solutions
• Collaborate with finance, product and engineering teams to develop new platform improvements
• Become an internal expert on the Masterworks platform and its related systems
• Be the internal spokesperson for existing investors as they interact with the Masterworks platform
• Manage staff–setting ongoing priorities, holding members accountable, evaluating staffing needs

Requirements or Skill Sets:

• 5-7 years experience in customer service, customer success or related field
• Ability to take on complex problems and create routes to scalable solutions quickly, decisively, and resourcefully.
• You have set up/worked with Zendesk, Hubspot Service or other ticket management / CS tools
• You love to create dashboards or other visualization tools to track objectives––Airtable, Tableau or similar
• You have task management superpowers–Clickup, Monday, Asana, Airtable or similar
• You are comfortable or savvy enough to manage KYC checks
• You can work with Excel / Google Sheets in your sleep
• You have managed direct reports before
• You posses technical savvy, specifically the ability to navigate multiple complex systems simultaneously to respond to customer inquiries
• You just need to figure out how stuff works–intellectually curious
• You communicate with clarity, brevity and free of jargon/corporate-speak
• You can build rapport with anyone as you will speaking with our customers through email and in real-time over phone
• Meticulous attention to detail
• Need to be in high-growth, fast-paced environment

Measurements of Success in First 90 Days:

• Own customer service at Masterworks and develop core expertise of Masterworks platform
• Reduce routine tickets by 80% by creating an effective knowledge base or other tools to address recurring issues/questions
• Establish and manage team to % of tickets resolved in X days, ticket aging, last touch, etc

Additional Requirements:

• Must be eligible for full-time US work - no exceptions.
• Must be able to work from our NY office

Benefits at Masterworks:

• Daily catered lunches
• Free admission to art museums and galleries
• Health, dental, and vision coverage with FSA options
• PTO and 401k
• Discounted Equinox membership
• Happy hours, company outings, social clubs, and more!

How does Masterworks think about compensation?

The compensation range for the role is $100-150k (inclusive only of base salary, and exclusive of other potential competitive benefits such as on-target commission, bonus payments, and equity). Our ranges are very broad to accommodate all types of candidates and encourage growth. Specific compensation offered to a candidate may be dependent on factors such as education, experience, qualifications, and alignment with market data. Exceptional candidates may receive salaries outside of the posted ranges.