Customer Support Manager

Yesterday

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PitchBook empowers capital market professionals around the globe to win what’s next.

Private Equity • Venture Capital • Data Analysis • Fund Performance • Alternative Assets

1001 - 5000

Description

• Manage and lead a team of Customer Support Specialists to achieve SLAs and meet quality standards for all client work • Ensure all new team members are successfully onboarded, working with the other managers to manage an effective process and facilitating trainings as needed • Provide coaching and career development for team members • Maintain a regular cadence of 1:1s with each team member to recap performance, identify improvement opportunities, and support career development • Audit customer chat, email, and phone interactions monthly for quality and process adherence • Run performance reports in Salesforce and Tableau to track team results and update the Director, Customer Support weekly • Conduct biweekly team meetings to update Customer Support Specialists on best practices and continuing expectations • Collaborate with the Director, Customer Support to develop the overall support strategy within the Customer Success organization • Serve as a point of escalation for critical client questions and coordinate with direct reports to resolve all client issues • Participate in Customer Support promotion and hiring process • Leverage a suite of tools including Salesforce and Talkdesk to monitor workflow, SLAs, and team performance • Regularly review Highspot to ensure you and your team are knowledgeable on the latest product and data initiatives and releases • Continually evaluate the opportunity for process improvements and implement best practices • Collaborate with Customer Support management in other PitchBook locations on process design and implementation as well as overall team initiatives • Support the vision and values of the company through role modeling and encouraging desired behaviors • Participate in various company initiatives and projects as requested

Requirements

• Bachelor’s degree or equivalent experience • 3+ years of customer support or operations experience • 1+ years leading a team, ideally in a customer support or operations environment • Demonstrated success with workflow optimization in a real time and fast paced environment • Proficient with Salesforce or similar CRM preferred • Proficient with Microsoft Excel including pivot tables and advanced formulas • Knowledge of SQL and able to modify basic queries • Excellent verbal and written communication skills with a keen eye for detail • Client first attitude and love to engage with customers • Interested in financial markets or services, particularly private equity and venture capital • Able to operate with a strong sense of urgency and deliver results • Terrific prioritization skills to high call volume in parallel with project work • Comfortable to engage with a diverse array of customers • Team player with the desire to try new ideas in order to achieve greater levels of success • Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily

Benefits

• Comprehensive health benefits • Additional medical wellness incentives • STD, LTD, AD&D, and life insurance • Paid sabbatical program after four years • Paid family and paternity leave • Annual educational stipend • Ability to apply for tuition reimbursement • CFA exam stipend • Robust training programs on industry and soft skills • Employee assistance program • Generous allotment of vacation days, sick days, and volunteer days • Matching gifts program • Employee resource groups • Subsidized emergency childcare • Dependent Care FSA • Company-wide events • Employee referral bonus program • Quarterly team building events • 401k match • Shared ownership employee stock program • Monthly transportation stipend