5+ years of customer support experience, preferably in a tech environment
Strong verbal and written communication skills
Experience collaborating with cross-functional teams
Proficient in using customer support tools and software
Critical thinking and problem-solving abilities
Desire for ownership and career growth
Availability to work evenings and weekends as needed
Responsibilities
Diagnose and resolve complex customer issues using critical thinking
Collaborate with support lead on documentation and escalations
Manage customer support requests via phone, email, and chat
Maintain high customer satisfaction rates
Provide valuable feedback to improve product offerings
Learn the Pump Platform thoroughly to assist customers effectively
Support the scaling of operations in a fast-paced environment
Benefits
Competitive compensation and equity options
Comprehensive healthcare and dental coverage
401(k) retirement plan
Generous PTO with additional company shutdown
Free meals at the office
Annual company-paid retreats
Developmental bonuses for professional growth
Full 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 healthcare and dental coverage for you
401(k) plan
Generous PTO: 13 accrued days, plus company shutdown December 24-January 1
Free lunch & dinner at the office
Annual company-paid retreats
Developmental bonuses: support for professional development tied to cloud and related fields
