Customer Success Manager

Posted 2 days ago

pumpMillbrae (CA)

Customer Service Representatives Software Publishers

SENIORITY

Senior

SALARY

$70,000 - $90,000 per year

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About the role

Customer Experience Team MemberAs 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 USHelp 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:

(for U.S.-based full-time employees)
Comprehensive healthcare and dental coverage for you 401(k) plan
Generous PTO: 13 accrued days, plus company shutdown December 24 January 1stFree lunch & dinner at the office
Annual company-paid retreats
Developmental bonuses: support for professional development opportunities tied to cloud and related fields
Compensation$70,000$90,000 USD

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