Customer Support Manager

The Manager, Customer Support Tier 2 manages a team of Tier 2 Customer Support Specialists. They are responsible for auditing performance, ensuring successful onboarding and collaborating with the Director, Customer Support to develop business strategy. Ultimately, the Manager, Customer Support Tier 2 is responsible for managing an effective Customer Support team with an emphasis on professional development.

• 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 Pitch Book 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

• Bachelor’s degree or equivalent experience
• 3+ years of customer support or operations experience and 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
• 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

• Comprehensive health benefits
• Additional medical wellness incentives
• STD, LTD, AD&D, and life insurance

• Paid sabbatical program after four years
• Paid family and paternity leave
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend
• Robust training programs on industry and soft skills
• Employee assistance program
• Generous allotment of vacation days, sick days, and volunteer days

• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program
• Quarterly team building events

• 401k match
• Shared ownership employee stock program
• Monthly transportation stipend

• Annual base salary: $95,000
• Target annual bonus percentage: 12%

This role is expected to be in the office 5 days a week. Limited corporate travel may be required to remote offices or other business meetings and events.