Customer Success Manager

pumpcareers; San Francisco (CA); On-site; USD 75,000 - 135,000; Full time

Benefits offered by this job

Equity

Health coverage

401(k) plan

PTO + holidays

Free lunch

Gym access

Retreats

Development bonuses

Job summary

pumpcareers is seeking a customer experience specialist to directly assist fast-growing client companies. You will partner with account management, product, and engineering to resolve questions, manage requests, and relay customer insights.

Join a fast-paced startup environment, handle support via phone, email, and chat, and contribute to a high satisfaction rate while learning the Pump Platform inside out.

Qualifications

• Supports customers via email, Slack, and in-app channels.
• Excellent verbal and written communication abilities.
• Collaborates with teams outside of Support.
• Background in customer support via email and phone.
• Investigative and critical thinking skills.
• Desire for ownership and growth in role over time.

Responsibilities

• Diagnose complex problems with tooling or engineering support.
• Coordinate with the support lead on documentation, escalations, and product updates.
• Communicate with other teams and third parties to aid customers.
• Grow, develop and learn in a fast-paced startup environment.
• Handle support requests via phone, email and chat to scale Pump.
• Help maintain high customer satisfaction and feedback loops.
• Learn the Pump Platform inside out to maximize effectiveness.

Skills

Email support

Phone support

Slack support

Strong communication

Cross-functional collaboration

Critical thinking

Ownership mindset

Flexible hours

Tools

Pylon

HubSpot

CRM

Job description

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