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About the role
<h1><span style="font-size: 12pt;">About the Role</span></h1>
<p><span style="font-size: 12pt;">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!</span></p>
<h2><span style="font-size: 12pt;"><strong>What You’ll Do</strong></span></h2>
<ul>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Utilize critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid our customers</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Have the ability to grow, develop and learn in a fast-paced, start-up environment</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Work directly with some of the fastest growing companies in the US</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Help Pump scale effectively by handling support requests over phone, email and chat</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Help us maintain a industry leading satisfaction rate with our customers</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Own a critical piece of the feedback loop for improving our product, providing insight for the whole team</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Learn the Pump Platform inside and out to maximize effectiveness with our customers</span></li>
</ul>
<h2><span style="font-size: 12pt;"><strong>What You Need</strong></span></h2>
<ul>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to provide support to customers over email, slack, and in-app support channels</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Excellent verbal and written communication skills</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience collaborating closely with teams outside of support</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong background in customer support via email and phone</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Investigative and critical thinking skills</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Desire for ownership and growth in role over time</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to work evenings and weekends as needed</span></li>
</ul>
<h2><span style="font-size: 12pt;"><strong>Nice to Haves</strong></span></h2>
<ul>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Previous experience with Pylon, HubSpot, or other Customer Support Management Softwares</span></li>
</ul>
<p><span style="font-size: 12pt;"><strong>Benefits</strong></span></p>
<ul>
<li>Competitive compensation + equity</li>
<li>Comprehensive medical and dental coverage</li>
<li>401(k) plan</li>
<li>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</li>
<li>Free lunch at the office</li>
<li>Free access to the building gym</li>
<li>Annual company-paid retreats</li>
<li>Developmental bonuses: support for professional development tied to cloud and related fields</li>
</ul>