Customer Support Specialist

Pulley; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

Pulley is looking for a passionate Customer Support Specialist to enhance the experience of founders and startups dealing with complex financial inquiries. This remote-first role emphasizes empathetic communication and technical aptitude, aiming to deliver outstanding customer service while contributing to a high-growth team.

Benefits

Competitive salary and equity

Medical, Dental, and Vision insurance

Unlimited PTO + Winter holiday break

Parental leave

Generous stipends for WFH, learning, wellness, and AI tools

Qualifications

• 2+ years of experience in customer support.
• Ability to simplify complex financial concepts for customers.
• Confidence in handling technical inquiries regarding equity management.

Responsibilities

• Resolve customer inquiries effectively via email, phone, and chat.
• Document and create assets for customer understanding.
• Triage incoming requests and identify trends in customer issues.

Skills

Empathy

Communication

Technical Aptitude

Job description

Pulley's mission is to make it easier for anyone to start a company. We believe that more startups should exist and that founder-led companies are more successful in the long term. With Pulley’s cap table management tools, companies can better understand and optimize their equity for the long term. Starting a company is hard enough. Managing equity shouldn’t be.

We’re a high-performing team looking for passionate, execution-focused, self-starters to help us build the next generation of equity and business management tools for founders in an AI-native world. Pulley is growing quickly with over 4,500 customers including startups like Linear, Runway, Fathom, and Roam.

Our trajectory is fueled by top investors like Founders’ Fund, Stripe, General Catalyst, Caffeinated Capital, 8vc, Elad Gil, among other great angels. All of our growth has been organic, and we’re growing the team to meet the demand.

Who We're Looking For

We're seeking a Customer Support Specialist who can confidently handle complex financial and equity-related inquiries while delivering exceptional customer experiences. The ideal candidate combines technical aptitude with strong communication skills, able to simplify complex cap table and equity concepts for founders and startup teams. You'll thrive in our remote-first, high-growth environment if you're passionate about helping founders and startups succeed.

• Effectively and efficiently resolve customer inquiries via email, phone, and chat
• Create well-articulated, personalized responses for a variety of customer requests
• Triage incoming requests and spot trends in customer issues to share with the rest of the team
• Identify, reproduce, and report bugs for the engineering and product team
• Understand and respond to support metrics and drives for improvement
• Document and create assets to support the customer’s understanding of the product
• 2+ years of experience working in customer support
• Feel confident working with tickets that deal with financial issues, equity, and cap table management systems, or other problems of a fairly technical nature
• Ability to communicate technical issues in a simple, user-friendly manner
• Passionate about delivering a positive customer experience
• Empathy and tact when working with customer issues under pressure

Why work at Pulley?

• We’ve moved beyond early-stage uncertainty - Our product has traction and we’re building on a solid foundation, but we’re still early enough in our journey where your work will directly shape the company’s trajectory as we scale.
• Make it easier for anyone to start a company - Founders turn bold ideas into reality - building things that might not exist otherwise. Starting a company is hard enough. Managing equity should be. Pulley exists to make equity management simpler, smarter, and more accessible for founders from day one.
• Work with a high-performing and passionate team - We value the concept of stunning colleagues and we’re thoughtful about creating a team that is excited about building a great company together. Here are some traits that enable our team members to thrive:
• First Principles Thinking - We believe in breaking down problems into their most basic parts, and that something is possible unless proven otherwise. We understand “why did certain things work?” and apply it to our situation.
• Ship It & Iterate - We value people who not only generate ideas but also do the work to bring them to life. Instead of fixating on outcomes, we focus on the inputs we can control and take our best bets. We move quickly to ship something, talk to users, get feedback, and iterate.
• Boldly Honest & Aggressively Considerate - Being boldly honest means challenging each other to set and hit goals, and make the right strategic decisions on what to build. Being aggressively considerate means caring about one another as humans and speaking up with empathy so we can succeed together as a team.
• Ego-less Learner - Everyday at Pulley, we’re trying things that we’ve never done before - sometimes they work; sometimes they don’t. It’s important to embrace the mindset of a beginner - stay curious, open to feedback, and ready to learn and grow alongside the team.
• Competitive salary and equity
• Medical, Dental, and Vision insurance
• Unlimited PTO + Winter holiday break
• Parental leave
• Generous stipends for WFH, learning, wellness, and AI tools
• Annual Salary Range: $40k - $60k USD

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