Serve as a primary customer contact, resolving support questions through email, phone, chat, Slack, and in-app channels. Diagnose complex issues, coordinate with account management, product, engineering, and third parties, manage escalations and documentation, communicate product updates, and provide customer insights to improve the platform. Maintain high customer satisfaction while developing deep product expertise and supporting the company’s growth in a fast-paced startup environment.
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
- 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
- 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
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