Customer Experience Quality Assurance Specialist at Candy

| New York City, NY
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Candy’s mission is to deepen our connection to experiences that bring us joy. As fans. As collectors. As people creating lives, we’re passionate about living. We understand that connection because we’ve chased it since we were kids. We are unapologetic fans and serious collectors who see limitless possibilities in the digital revolution that’s disrupting – more like exploding – the way we engage and experience our favorite sports, music, art, and cultural icons.

We know the passion of being a die-hard fan and the need for the experience beyond the bleachers. We’re building a fully immersive storefront where fans can not only buy, sell, and trade their digital assets, but also experience a fully immersive marketplace that gives our users enablement beyond imagination with their digital assets.

Fandom. Reimagined.

OUR INVESTORS:

  • Michael Rubin- Founder & CEO of Fanatics & Philadelphia 76ers co-owner 
  • Mike Novogratz - CEO of Galaxy Digital, Pioneer Investor
  • Gary Vaynerchuk- CEO of VaynerMedia, Social Media Entrepreneur

SO YOU WANT TO JOIN CANDY?

We are looking for a Quality Assurance Specialist at Candy to play a crucial role in supporting the qualitative excellence of our customer service operations by serving as a vital support to our frontline customer service personnel and every customer service operations. The Quality Assurance Specialist is a member of an elite team that ensures Candy’s customer service is the best that it can be and that it meets high-quality standards through regular QA monitoring and review. The Quality Assurance Specialist also serves as an upper tier of customer service support for customers and oversees the performance architecture in which Quality Assurance KPIs are designed, tracked, and reported. They will work with Customer Experience leadership to provide overarching management of the quality assurance methodology and philosophy.


AS OUR MOST VALUABLE PLAYER, YOU WILL...

  • Monitor various communications based on our in-house quality assurance standards and processes.
  • Take escalated contacts from frontline customer service agents and resolve/de-escalate those issues using available tools.
  • Answer contacts based on coverage needs.
  • Ensure constant relevance by maintaining and improving the quality assurance methodology used for monitoring.
  • Maximize the reach of quality assurance by working with leadership on quality assurance rubrics and continued education.
  • Scale efficiently by managing the onboarding and training process for new team hires, as well as planning out a timeline for hiring needs.
  • Inspire teams members through enthusiastic, collaborative leadership.

WHO ARE YOU?

  • You have at least 3+ years experience as a customer service leader/team lead.
  • You have prior experience working in some quality assurance role or any similar role that showcases a detailed focus on quality.
  • You have exceptional communication skills, both verbal and written.
  • You have a proven ability to coach and mentor others and inspire them to do their very best.
  • You have a keen understanding of excellence and the ability to inspire others with passion for quality.
  • Prior experience working with remote agents is a plus!

You’ll Love Working here because...

  • Our People. You will be working with the top players who are the most talented, fun, supportive, and innovative leaders and teams. Aka, people you can be proud to work with!
  • Our Mission. We believe that we are building something great and that the best things we create will make the world a better place. Our goal is to deepen our connection through experiences to fans and collectors globally.
  • Perks. Our team-based culture provides the foundation for people to do their best work and constantly learn and grow. We offer a full slate of benefits, including competitive salaries, stock options, health coverage, and unlimited vacation. Given that we’re an early-stage startup, our benefits package continues to evolve as we do. Your ideas and suggestions matter to us! 

 

Our Core Values.

  • Trust. We safeguard the goal. We believe we will only succeed if we earn trust – trust of our people, trust of our customers, trust of our partners. We will strive to achieve and keep faith at all times.
  • Innovation. We dream big. We’re endlessly curious and constantly searching for the best, the better, and the never-before imagined.
  • Excellence. We take big swings. We have high expectations of ourselves in everything we do.
  • Grit. We push past the finish line until the last second. Giving up is not an option. We will always find a way. 
  • Inclusion. We are a team player, and we are in it together. We believe that diverse thinking comes from different thinkers, and we need all perspectives to come together and win.
  • Authenticity. We are the real deal and always authentic in what we create, our dealings with others, and in who we are as human beings. 
  • Accountability. We carry the ball. We hold ourselves to the highest moral and ethical standards. We will be fair and honest and take responsibility for our actions.


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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • UnityLanguages
    • NextJSLanguages
    • TypescriptLanguages
    • TailwindLanguages
    • ReactLibraries
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • Affinity DesignerDesign
    • AxureDesign
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • PixelmatorDesign
    • SketchDesign
    • SolidWorksDesign
    • UXPinDesign
    • UnrealDesign
    • JIRAManagement
    • SmartsheetManagement

An Insider's view of Candy

How does your team reward individual success?

Rewarding individual success is top of mind for Candy. With recognition of individual success comes team goal achievement, creating an environment where our team members thrive. People go where they are appreciated, and to win as an organization, your peers and associates must first win.

Joe

SVP, Operations

What projects are you most excited about?

The two projects I am working on, and feel super excited about, are the Collectible Gallery and the Candy Marketplace. We are not just creating another NFT marketplace, but we are creating a brand new, user-centered, immersive collecting experience that the community and our users want to have and feel excited about as well.

Chelsea

Senior User Experience Designer

How does the company support your career growth?

Since starting at Candy, the leadership team here, including my manager, have given me so much opportunity to accelerate my career. I have been given unlimited potential to make an impact when it comes to building out our talent acquisition team, contributing to our culture and uplifting our values. I have felt so welcomed and empowered!

Sara

Senior Technical Recruiter

How do you empower your team to be more creative?

I like to nurture open communication with my team. Brainstorming sessions can inspire team members and evolve ideas to a point where they can be fully realized.

I encourage people to look at ideas from totally different angles. I support people's diverse ways of working, allowing individuals to choose how they work can promote creative results.

Shane

SVP, Creative

How would you describe the company’s work-life balance?

Candy leadership always encourages us to put ourselves and our family on the top of our to-do list. We're expected to work to live, not live to work and that's so refreshing in a startup environment.

Maddie

Executive Assistant

What are Candy Perks + Benefits

Candy Benefits Overview

At Candy, we are people first. We want to make sure that our employees feel supported, involved and uplifted.

Culture
Volunteer in local community
Part of Candy's culture is giving back. We put a focus on volunteering within our community with parks, people and the environment.
Partners with Nonprofits
We partner with nonprofits including Hudson River Park, keeping our community clean and sustainable!
Friends outside of work
Eat lunch together
Intracompany committees
We have intracompany committees involved in things like holiday parties, events, volunteer opportunities and more to come!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
With Diversity Champions, Candy's staff is focused on diversity so we can ensure the most dynamic professional community.
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Candy's wellness program is in the works and is coming soon!
Mental Health Benefits
We are currently implementing mental health benefits that employees can opt into.
Retirement & Stock Options Benefits
Company Equity
As part of our compensation plan, we are typically able to offer stock options within Candy.
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Candy offers a flexible schedule giving our associates the ability to balance work and life!
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We have unlimited PTO here at Candy, take the time you need and unplug!
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Candy has quarterly outings that our team members love to participate in. We go to games, restaurants, and more!
Free Daily Meals
Candy provides free lunches in the office for those who come in.
Stocked Kitchen
Some Meals Provided
Happy Hours
Candy has regular happy hours inside and outside the office.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Candy provides mentorship within and across teams, giving associates insight into all parts of the business and unlimited potential to grow.
Time allotted for learning
Customized development tracks

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