Customer Success Manager

Pump; San Francisco (CA); Presencial; USD 70.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation + equity

Comprehensive medical and dental

401(k) plan

Generous paid time off

Free lunch at the office

Gym access

Annual retreats

Professional development support

Descripción de la vacante

Pump in San Francisco is seeking a hands-on Customer Experience team member to be the first line of contact for our customers. You will work with account management, product, and engineering to resolve questions, manage product requests, and bring insights to improve our platform.

You will diagnose issues, escalate when needed, and help scale support across email, chat, and phone in a fast-paced startup. Evening/weekend availability is expected.

Formación

• Ability to provide support to customers over email, slack, and in-app support channels
• Excellent verbal and written communication skills
• Experience collaborating closely with teams outside of support
• Strong background in customer support via email and phone
• Investigative and critical thinking skills
• Desire for ownership and growth in role over time
• Ability to work evenings and weekends as needed

Responsabilidades

• Utilize critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve
• Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid our customers
• Have the ability to grow, develop and learn in a fast-paced, start-up environment
• Work directly with some of the fastest growing companies in the US
• Help Pump scale effectively by handling support requests over phone, email and chat
• Help us maintain a industry leading satisfaction rate with our customers
• Own a critical piece of the feedback loop for improving our product, providing insight for the whole team
• Learn the Pump Platform inside and out to maximize effectiveness with our customers

Conocimientos

Email support

Phone support

Slack

Written communication

Cross-functional collaboration

Investigative thinking

Ownership & growth mindset

Evenings & weekends availability

Herramientas

Pylon

HubSpot

Descripción del empleo

About the Role

As a member of our stellar customer experience team, you will work closely with some of the fastest growing companies in the world as their direct line of contact and support. You’ll partner closely with our account management, product, and engineering teams on resolving customer questions, managing product requests and issues, and bringing insights into how we can improve our product. You’ll be the first line of defense for our customers and the voice of the customer to the rest of the team!

What You’ll Do

• Utilize critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve
• Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid our customers
• Have the ability to grow, develop and learn in a fast-paced, start-up environment
• Work directly with some of the fastest growing companies in the US
• Help Pump scale effectively by handling support requests over phone, email and chat
• Help us maintain a industry leading satisfaction rate with our customers
• Own a critical piece of the feedback loop for improving our product, providing insight for the whole team
• Learn the Pump Platform inside and out to maximize effectiveness with our customers

What You Need

• Ability to provide support to customers over email, slack, and in-app support channels
• Excellent verbal and written communication skills
• Experience collaborating closely with teams outside of support
• Strong background in customer support via email and phone
• Investigative and critical thinking skills
• Desire for ownership and growth in role over time
• Ability to work evenings and weekends as needed

Nice to Haves

• Previous experience with Pylon, HubSpot, or other Customer Support Management Softwares

Benefits

• Competitive compensation + equity
• Comprehensive medical and dental coverage
• 401(k) plan
• Generous paid time off, including 13 days of accrued PTO, 9 sick days, all 11 federal holidays, and a company-wide winter break from December 24 through January 1
• Free lunch at the office
• Free access to the building gym
• Annual company-paid retreats
• Developmental bonuses: support for professional development tied to cloud and related fields