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PitchBook · 1 day ago

Customer Support Manager

Seattle, WA

Full-time

Onsite

Mid, Senior Level

$95K/yr - $95K/yr

3+ years exp

PitchBook, a Morningstar company, is dedicated to innovation and collaboration. The Customer Support Manager is responsible for leading a team of Tier 2 Customer Support Specialists, ensuring high-quality service, onboarding, and professional development while collaborating on business strategies.

AnalyticsFinanceVenture Capital

Culture & Values

No H1B

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

Qualification

Customer support experienceSalesforce proficiencyTeam leadershipWorkflow optimizationMicrosoft ExcelClient engagementPrioritization skillsMicrosoft Office proficiencyVerbal communicationWritten communicationTeam player

Required

3+ years of customer support or operations experience and 2+ 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

Have excellent verbal and written communication skills with a keen eye for detail

A client first attitude and love to engage with customers

Interested in financial markets or services, particularly private equity and venture capital

Ability to operate with a strong sense of urgency and deliver results

Have 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

Must be authorized to work in the United States without the need for visa sponsorship now or in the future