Customer Support Manager

Manager, Customer Support Tier 2

At PitchBook, a Morningstar company, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We're deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company. Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there's going to be some ambiguity along the way, but we excel when we challenge ourselves. We're willing to take risks, fail fast, and do it all over again in the pursuit of excellence. If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.

About the Role : Customers are King! Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook Platform.

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.

Primary Job 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

Skills and Qualifications :