Job Opportunities at Luno

The role in a nutshell:

• We're looking for a Head of Customer Success to help us build a high performing customer success team as we embark on making the Luno brand synonymous with the best customer experience in the finance industry!

This role reports to Tony Sneedon, VP Operations.

Your mission will be:

• To set direction and strategy for our growing, global operations.
• Lead and grow the team of driven and high performing individuals.
• Make a lasting impact on millions of our customers

Your mission:

• Drive, define and implement our innovation strategy towards a world class, intuitive help centre and drive machine learning and AI capabilities within our customer success platform.
• Work closely with our senior leadership team, taking responsibility for the overall customer success strategy as we continue to make a lasting impact on 11+ million of our customers.
• Run a tight, lean, efficient operation, measuring and reporting on everything and be extremely data driven. You excel at using metrics with an aim to direct the continuous development and monitoring of customer success capabilities.
• Constantly re-define project priorities to innovate and invent new value-add services layered on top of our existing offering.
• Delivering a product roadmap that should not only consider customer success operations, but rather the support product as a whole.
• Ensure proactive integration of Customer Success into the rest of the business, helping facilitate product changes based on our customers’ feedback.
• Effectively collaborate with the Operations, Product, and Technology teams to enhance our solutions within a customer-focused world.
• Attract high potential individual contributors into the team and support their personal development to encourage a high performing, customer centric culture, focused on continual improvement through the use of technology.

In your first six months, you will:

• Focus on understanding our customers, the environment we operate in and our current processes.
• Analyse any gaps and further understand possible improvements in our support to customers.
• Refine the strategy for Support at Luno. This should include a clear vision for our Help Centre, Contextual Help, Omni Channel Support as well as operational effectiveness.
• Define key output metrics for support as well as the input metrics that drive them.
• Work with cross functional teams at Luno, all focused on a common mission to provide an amazing customer experience.
• Illustrate the first “wins” relating to the strategy you have identified and its impact on the key metrics.

The ideal Lunaut for this role, will have:

• Proven experience working in a fast-moving and ever-evolving environment with a track record of leading circa 250+ customer success teams.
• Ideally 7+ years experience, in a senior people leadership role managing operational teams.
• Ability to lead change by setting direction with an employee-centric vision.
• Being passionate about leading people and supporting each member of the team to achieve their full potential.
• Proven track record of managing growing teams, finding the right balance between performance, wellbeing, and development.
• Ability to deal with a lot of complexity, across many countries and cultures, within cross-functional teams, covering: automation, compliance, multiple projects and developing a customer success team serving a new industry.
• Be a critical and analytical thinker with a strong focus on operational excellence and quality management using data and metrics, both qualitative and quantitative.
• Have strong project & product management experience, exposure to working with agile methodologies would be an advantage.
• Bachelor's Degree (highly preferred)

go to method of application »

• The main focus of this role will be to shift left with security and to aid in the empowerment of engineers in becoming application security champions. This includes using a specialised skill set to design and automate continuous security testing at all pre-deployment stages (where applicable), enable the measurement (and performance) of threat reduction at said stages and work closely with the Agile Delivery team, Backend and Mobile engineers, SREs and other Security resources to achieve our joint vision of making Luno the safest and most trusted cryptocurrency company in the world.

Your mission will be:

• Support and consult with product and engineering teams in the area of application security, including threat modelling and AppSec reviews
• Assist teams in reproducing, triaging, and addressing application security vulnerabilities.
• Support and assist in managing our bug bounty program.
• Author, share and contribute to documentation on application security processes, tooling and other resources to ensure collaboration and transparency within your own team and throughout the greater organisation. 
• Design and implement continuous application security testing mechanisms to aid in assessing our security posture and furthermore, drive down the number of vulnerabilities and threats in our environment.
• Inform, support and empower our software engineers to strive towards becoming more vigilant, aware and capable secure coding practitioners. This includes developing structured and unstructured engagements such as, targeted and general training, one-on-one and one-to-many coaching/information sharing sessions and general enquiry handling around application security.

A little about you:

• Experience in vulnerability management and enhancing and/or contributing to the security within application source code.
• Experience in securing CI/CD pipelines on Cloud platforms. Ideally AWS with the AWS Developer Associate certification being advantageous
• Deep understanding of security best practices on technologies mentioned above
• Team player, willing to pitch in wherever needed
• Keen interest in application security and vulnerability management
• Understanding of the Software Development Lifecycle
• Basic development or scripting experience and skills. Golang, Python, JavaScript, and Java/Kotlin are preferred.
• Familiarity with some common security libraries, frameworks and tools (e.g. static analysis tools, proxying/penetration testing tools).
• Familiarity and ability to explain common security flaws and ways to address them (e.g. OWASP Top 10).

go to method of application »

• The main focus of this role will be to shift left with security and to aid in the empowerment of engineers in becoming application security champions. This includes using a specialised skill set to design and automate continuous security testing at all pre-deployment stages (where applicable), enable the measurement (and performance) of threat reduction at said stages and work closely with the Agile Delivery team, Backend and Mobile engineers, SREs and other Security resources to achieve our joint vision of making Luno the safest and most trusted cryptocurrency company in the world.

Your mission will be:

• Support and consult with product and engineering teams in the area of application security, including threat modelling and AppSec reviews
• Assist teams in reproducing, triaging, and addressing application security vulnerabilities.
• Support and assist in managing our bug bounty program.
• Author, share and contribute to documentation on application security processes, tooling and other resources to ensure collaboration and transparency within your own team and throughout the greater organisation. 
• Design and implement continuous application security testing mechanisms to aid in assessing our security posture and furthermore, drive down the number of vulnerabilities and threats in our environment.
• Inform, support and empower our software engineers to strive towards becoming more vigilant, aware and capable secure coding practitioners. This includes developing structured and unstructured engagements such as, targeted and general training, one-on-one and one-to-many coaching/information sharing sessions and general enquiry handling around application security.

A little about you:

• Experience in vulnerability management and enhancing and/or contributing to the security within application source code.
• Experience in securing CI/CD pipelines on Cloud platforms. Ideally AWS with the AWS Developer Associate certification being advantageous
• Deep understanding of security best practices on technologies mentioned above
• Team player, willing to pitch in wherever needed
• Keen interest in application security and vulnerability management
• Understanding of the Software Development Lifecycle
• Basic development or scripting experience and skills. Golang, Python, JavaScript, and Java/Kotlin are preferred.
• Familiarity with some common security libraries, frameworks and tools (e.g. static analysis tools, proxying/penetration testing tools).
• Familiarity and ability to explain common security flaws and ways to address them (e.g. OWASP Top 10).

go to method of application »

• The Cloud Security team is looking for a Senior Cloud Security Analyst to contribute to the establishment of the function. The successful candidate will assist the Cloud Security team in delivering on the business security mission to be the most secure crypto currency platform in the world. 

Your mission will be:

• To constantly analyse our cloud environments for improvement and  automating our detection capabilities.
• Consulting and advising on best practices for new projects throughout the design and implementation phases of the project.
• Analysing existing infrastructure, microservices and integration implementations for risks and defining best practice configurations to mitigate such risks.
• Designing proof of concepts for improvements with safe rollout plans.
• Improving our detection capability for anomalies and working with the relevant teams to resolve them.

A little about you:

• Experienced using AWS or other public cloud providers.(AWS certifications would be advantageous).
• Experience using Kubernetes, carrying any current Kubernetes certifications would be an advantage.
• Must have a minimum of 5 years experience in Cloud / Platform Engineering, Systems Operations, DevOps and/or other relevant fields.
• Experience in monitoring and alerting.
• Experience in automation and development of scripts in any language.(Python preferred).
• Experience with developing infrastructure as code in Terraform.
• Familiarity with the SDLC.
• A passion for learning.
• Team player 

go to method of application »

The role in a nutshell:

• You will design solutions for undefined problem spaces with a highly collaborative, cross-functional team of engineers, product managers and data scientists. Additionally, you are a recognised, trusted expert who is constantly looking to sharpen your user-centered approach. You’ll bring this drive and artistry into a well-established, embedded team of Product Designers and UX writers with a focus on crafting experiences that deliver value.
• As a Product Designer in Fleet Activate, you will report to Product Design Team Lead, Germari Steenkamp, and Lynda Pettersen, the Fleet Product Director. Additionally, you will work closely with our Product Design Foundations Team led by Lana Glass and Marc Hagan-Guirey, our Principal Product Designer. Your focus area for the time being will be top of the funnel, as well as Luno Rewards.
• Our full stack product design guild consists of Product Designers, UX Writers, a UI specialist and a Principal product designer, and is currently 100% globally distributed.

Your mission will be:

• Working closely with product managers, developers and UX writers to fully realise a feature or product.
• Conceptualising, wireframing and designing customer friendly experiences and prototypes that are both intuitive and engaging solutions to complex design problems.
• Translate UX (structure) to UI (surface) according to platform-specific requirements and produce development ready designs.
• Be the champion of our customer’s needs and discuss both benefits and hurdles of various design solutions with stakeholders, defending those that you believe in.
• Build product experiences based on data and analysis: perform desk and field research, build prototypes, conduct user interviews, perform usability, QA and A/B testing.
• Actively run experiments to validate ideas and hypotheses.
• Continually keep yourself and the rest of the design team up to date with the latest trends, techniques and technologies.
• Contributing to the evolution, maintenance and adoption of our design system, Andromeda.
• Working with people who love building products and mentoring fellow design contributors through coaching and feedback.

A little about you:

• Extensive experience of end-to-end (hybrid UX and UI) product design experience for Android, iOS and web.
• A well-rounded, strong portfolio demonstrating your UX and UI design process and impact.
• Strong creative problem solving, interaction design and prototyping skills and you’re capable of conducting user research and visual design work.
• You love design; you’re not satisfied with the status quo and obsessed with finding ways to improve!
• Proficient in popular design tools (e.g Figma, Sketch, Craft, Abstract, Miro). A strong knowledge of the Google Suite is an added bonus.
• Experience working in agile teams, with strong communication skills for articulating, discussing, and advocating design decisions with developers, copywriters and product owners.
• Excellent working knowledge of design systems, including Material Design and Human Interface Design.
• Experience in dialogue flow best practice and designing chatbots is advantageous.
• Experience in Onboarding, Payments, Top of funnel, and Customer rewards and loyalty would be advantageous
• A Bachelor’s Degree, or equivalent.

Behavioural competencies:

• Leads Change: Takes control and exercises leadership. Initiates action, gives direction and takes responsibility to ensure delivery of objectives/goals/tasks/projects.
• Critical Thinking: Provides evidence of clear analytical thinking. Gets to the heart of complex problems and issues. Applies own expertise effectively. Quickly learns new technology. Communicating well in writing and can explain complex technical analysis to a non-technical audience.
• Creative Thinking: Open to new ideas and experiences. Seeks out learning opportunities. Handles situations and problems with innovation and creativity. Thinks broadly and strategically. Supports and drives organisational change.
• Plans and Organises: Plans ahead and works in a systematic and organised way. Follows directions and procedures. Delivers within the agreed time frames.
• Delivers Results: Focuses on results and achieving personal work objectives. Works best when work is related closely to results and the impact of personal efforts is obvious. Shows an understanding of business, commerce and finance.

go to method of application »

The role in a nutshell:

• You will design solutions for undefined problem spaces with a highly collaborative, cross-functional team of engineers, product managers and data scientists. Additionally, you are a recognised, trusted expert who is constantly looking to sharpen your user-centered approach. You’ll bring this drive and artistry into a well-established, embedded team of Product Designers and UX writers with a focus on crafting experiences that deliver value.
• As a Product Designer in Fleet Activate, you will report to Product Design Team Lead, Germari Steenkamp, and Lynda Pettersen, the Fleet Product Director. Additionally, you will work closely with our Product Design Foundations Team led by Lana Glass and Marc Hagan-Guirey, our Principal Product Designer. Your focus area for the time being will be top of the funnel, as well as Luno Rewards.
• Our full stack product design guild consists of Product Designers, UX Writers, a UI specialist and a Principal product designer, and is currently 100% globally distributed.

Your mission will be:

• Working closely with product managers, developers and UX writers to fully realise a feature or product.
• Conceptualising, wireframing and designing customer friendly experiences and prototypes that are both intuitive and engaging solutions to complex design problems.
• Translate UX (structure) to UI (surface) according to platform-specific requirements and produce development ready designs.
• Be the champion of our customer’s needs and discuss both benefits and hurdles of various design solutions with stakeholders, defending those that you believe in.
• Build product experiences based on data and analysis: perform desk and field research, build prototypes, conduct user interviews, perform usability, QA and A/B testing.
• Actively run experiments to validate ideas and hypotheses.
• Continually keep yourself and the rest of the design team up to date with the latest trends, techniques and technologies.
• Contributing to the evolution, maintenance and adoption of our design system, Andromeda.
• Working with people who love building products and mentoring fellow design contributors through coaching and feedback.

A little about you:

• Extensive experience of end-to-end (hybrid UX and UI) product design experience for Android, iOS and web.
• A well-rounded, strong portfolio demonstrating your UX and UI design process and impact.
• Strong creative problem solving, interaction design and prototyping skills and you’re capable of conducting user research and visual design work.
• You love design; you’re not satisfied with the status quo and obsessed with finding ways to improve!
• Proficient in popular design tools (e.g Figma, Sketch, Craft, Abstract, Miro). A strong knowledge of the Google Suite is an added bonus.
• Experience working in agile teams, with strong communication skills for articulating, discussing, and advocating design decisions with developers, copywriters and product owners.
• Excellent working knowledge of design systems, including Material Design and Human Interface Design.
• Experience in dialogue flow best practice and designing chatbots is advantageous.
• Experience in Onboarding, Payments, Top of funnel, and Customer rewards and loyalty would be advantageous
• A Bachelor’s Degree, or equivalent.

Behavioural competencies:

• Leads Change: Takes control and exercises leadership. Initiates action, gives direction and takes responsibility to ensure delivery of objectives/goals/tasks/projects.
• Critical Thinking: Provides evidence of clear analytical thinking. Gets to the heart of complex problems and issues. Applies own expertise effectively. Quickly learns new technology. Communicating well in writing and can explain complex technical analysis to a non-technical audience.
• Creative Thinking: Open to new ideas and experiences. Seeks out learning opportunities. Handles situations and problems with innovation and creativity. Thinks broadly and strategically. Supports and drives organisational change.
• Plans and Organises: Plans ahead and works in a systematic and organised way. Follows directions and procedures. Delivers within the agreed time frames.
• Delivers Results: Focuses on results and achieving personal work objectives. Works best when work is related closely to results and the impact of personal efforts is obvious. Shows an understanding of business, commerce and finance.