Customer Success Manager

Pump.co; San Francisco (CA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Competitive compensation + equity

Comprehensive medical and dental cover

401(k) plan

Paid time off: 13 PTO days, 9 sick, 11

Company-wide winter break: Dec 24–Jan

Free lunch at the office

Gym access

Annual retreats

Professional development bonuses

Job summary

Pump.co is seeking a customer experience specialist to be the first line of contact for our growing client base. You will work closely with account management, product, and engineering teams to resolve questions, manage product requests, and provide insights to improve the product.

In a fast-paced startup environment, you will handle inquiries via email, phone, and chat, and contribute to maintaining industry-leading customer satisfaction while growing with the company.

Qualifications

• Experience providing customer support via email, Slack, and in-app channels.
• Excellent verbal and written communication skills.
• Experience collaborating with cross-functional teams outside of support.
• Strong background in customer support through email and phone.
• Investigative and critical-thinking abilities.
• Desire for ownership and growth in the role over time.

Responsibilities

• Provide email/phone/chat support to customers.
• Escalate and document issues; coordinate with product, engineering, and account teams.
• Own the feedback loop to help improve the product.
• Learn Pump Platform to maximize customer success.

Skills

Email support

Phone support

Slack

Written comms

Tools

HubSpot

Pylon

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

• 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