Customer Support Specialist

We are looking for a Customer Support Specialist to join our Account Management & Customer Success team. As a key member of the team, you will provide direct customer support via phone, email, and chat to existing PitchBook clients, troubleshoot customer issues, and ensure the best possible customer experience.

Requirements

• Respond to chat, phone, and email contacts from customers
• Achieve contact volume and quality goals measured quarterly
• Communicate effectively, both written and verbally, to ensure smooth resolution of customer issues
• Work collaboratively with other support specialists to resolve customer questions and issues
• Work continuously to document the details of each interaction in Salesforce to easily research customer issues and to inform product improvements
• Partner with global teams to ensure continuous support availability during required business hours
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

Benefits

• Private medical insurance
• Additional medical wellness incentives
• Private life insurance
• Parental leave
• Education subsidies
• Robust training programs on industry and soft skills
• Generous allotment of vacation days, sick days and volunteer days
• Employee resource groups
• Company-wide events
• Employee referral bonus program
• Quarterly team building events
• Retirement contributions via CPF
• Shared ownership employee stock program