Customer Support Manager at PitchBook

Seattle, Washington, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Finance, TechnologyIndustries

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, fast paced environment
Proficient with Salesforce or similar CRM (preferred)
Proficient with Microsoft Excel including pivot tables and advanced formulas
Excellent verbal and written communication skills

Responsibilities

Manage and lead a team of Tier 2 Customer Support Specialists to achieve SLA 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; facilitate 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 weekly 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 Business Operations to develop the overall support strategy within the Customer Support 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 Tableau to monitor workflow, SLA 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

Skills

Key technologies and capabilities for this role

Team ManagementCustomer SupportOnboardingPerformance AuditingSLA ManagementQuality StandardsProfessional DevelopmentBusiness Strategy

Questions & Answers

Common questions about this position

What does the company culture at PitchBook feel like?

PitchBook has a deeply collaborative culture that thrives on excitement, energy, and fun, with extensive learning programs, mentorship opportunities, and a focus on curiosity, innovation, and challenging oneself.

What are the main responsibilities of the Customer Support Manager role?

The role involves managing a team of Tier 2 Customer Support Specialists, ensuring successful onboarding, providing coaching and career development, auditing performance, running reports in Salesforce and Tableau, and collaborating on support strategy.

Is this position remote or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of attitude or qualities make a strong candidate for this role?

A good attitude and willingness to roll up your sleeves to get things done are key qualities that align with PitchBook's culture, along with leadership skills for managing a team effectively.

PitchBook

Provider of private market data insights

About PitchBook

PitchBook provides detailed information and insights on private market data, focusing on venture capital, private equity, and mergers and acquisitions (M&A). Its main product is the PitchBook Platform, which consists of various software applications that allow users to access a vast database of information about companies, deals, investors, and funds. This platform is subscription-based, meaning clients pay for different levels of access based on their needs. PitchBook stands out from competitors by offering comprehensive data that is essential for investment professionals, business executives, and advisors, particularly in Europe and North America. The company's goal is to empower its clients to make informed investment decisions and stay updated on market trends.

Seattle, WashingtonHeadquarters

2007Year Founded

$13.4MTotal Funding

ACQUISITIONCompany Stage

Quantitative Finance, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Flexible work program

Generous PTO

Paid sick days

Company-wide days off

Learning & development opportunities

401k & company matching

Medical, dental and vision insurance

HSA+FSA Accounts

Paid parental leave

Transportation stipend

Team building & company-wide events

Risks

Leadership transition risk as founder John Gabbert steps down from CEO role.

Increased competition from platforms like Intapp's DealCloud challenges PitchBook's market position.

Potential over-reliance on the North American market exposes PitchBook to regional downturns.

Differentiation

PitchBook offers comprehensive data on venture capital, private equity, and M&A.

The PitchBook Platform provides award-winning software applications for unparalleled data insights.

PitchBook serves a diverse clientele, including investment professionals and business executives.

Upsides

Increased demand for ESG data presents a new expansion opportunity for PitchBook.

The rise of SPACs creates a market for SPAC-related insights on PitchBook's platform.

Growing interest in secondary market transactions could expand PitchBook's database offerings.

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