What are the responsibilities and job description for the Manager, Customer Support position at Pulley?
Pulley's mission is to make it easier for anyone to start a company. We believe that more startups should exist and that founder-led companies are more successful in the long term. With Pulley's cap table management tools, companies can better understand and optimize their equity for the long term. Starting a company is hard enough. Managing equity shouldn't be.
Skills, Experience, Qualifications, If you have the right match for this opportunity, then make sure to apply today.
We're a high-performing team looking for passionate, execution-focused, self-starters to help us build equity management tools for founders. Pulley is growing quickly with over 3000 customers including unicorns like Clubhouse, Birdies, and Coda - all within our first year of product launch. Our trajectory is fueled by top investors like Founder's Fund, Stripe, General Catalyst, Caffeinated Capital, 8vc, Elad Gil, among other great angels. All of our growth has been organic, and we're growing the team to meet the demand.
About The Role :
As the Manager of Customer Support, you will lead a team of dedicated support specialists, ensuring our customers receive accurate and timely solutions to their technical inquiries. This role is pivotal in driving customer satisfaction, managing escalations, and fostering a culture of excellence within the team. You'll own the evolution of support playbooks, coach your team for continuous high performance, and collaborate cross-functionally to identify and resolve product challenges. Your leadership will be critical in achieving world-class support standards and ensuring our customers feel valued and supported as a true differentiator for Pulley.
Responsibilities : Team Leadership and Development :
- Oversee daily operations of the Customer Support team, ensuring SLAs and KPIs are consistently met.
- Provide regular coaching, feedback, and professional development opportunities to support specialists.
- Foster a collaborative and customer-focused team culture, emphasizing empathy, accuracy, and problem-solving.
Customer Support Operations :
Process Optimization :
Cross-Functional Collaboration :
Metrics & Reporting :
Qualifications :
Preferred :
Benefits :
We are a remote-first team with an office in San Francisco.
US-Based Benefits :
Our Culture :
TL&DR - Pulley is a unique fit, tailored for those who align with our values and culture. Discover the engaging culture of Pulley. We are looking for people who are excited about building a great company, not just working in a high-growth startup. In addition to function-specific skills, here are some traits that enable our team members to thrive :
We're also inspired by the culture work done at other companies and plan to develop our own playbook here too. One of the concepts that resonate most with us is the importance of stunning colleagues. If you like the sound of our environment and you're passionate about joining a team like the one we've described, we'd love to talk!
Annual Compensation : $110k - $125k USD
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Salary : $110,000 - $125,000
