Customer Success Manager

Pump.co; San Francisco (CA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Healthcare

Dental

401(k) plan

13 days PTO

Annual company retreats

Free lunch & dinner at office

Developmental bonuses

Job summary

Pump.co is seeking a dedicated Customer Experience professional to be the first line of contact for our growing US customer base. You will partner with account management, product, and engineering to resolve inquiries and drive product improvements.

Role involves diagnosing issues, documenting escalations, and communicating effectively with customers and internal teams. Evening and weekend flexibility is required in this fast-paced startup environment.

Qualifications

• Provide support to customers via email, Slack, and in-app channels.
• Excellent verbal and written communication skills.
• Experience collaborating 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.

Responsibilities

• Diagnose complex problems using tooling or engineering support to resolve.
• Coordinate with the support lead on documentation, escalations, product updates, and cross-team communication.
• Grow and learn in a fast-paced startup environment.
• Interact with fast-growing US-based customers.
• Handle support requests via phone, email, and chat to help Pump scale.
• Maintain a high customer satisfaction rate.
• Provide feedback to improve the product and the broader team.
• Learn the Pump Platform thoroughly to maximize effectiveness with customers.

Skills

Customer support

Communication

Problem-solving

Collaboration

Ownership mindset

Tools

Pylon

HubSpot

Job description

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!

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 (for U.S.-based full-time employees)

• Comprehensive healthcare and dental coverage for you

• 401(k) plan

• Generous PTO: 13 accrued days, plus company shutdown December 24—January 1st

• Free lunch & dinner at the office

• Annual company-paid retreats

• Developmental bonuses: support for professional development opportunities tied to cloud and related fields

Compensation: $70,000 USD - $90,000 USD