Customer Support Manager

PitchBook
Seattle, WA
Category Customer Service
Job Description
PitchBook, a Morningstar company, is seeking a Customer Support Manager to lead a team of Tier 2 Support Specialists. The role focuses on ensuring clients achieve their goals, supporting onboarding, and managing a high-performing team. The manager will be responsible for the overall support strategy, process improvement, and collaboration with the director to improve customer engagement.

Requirements

  • Manage and lead a team of Tier 2 Customer Support Specialists.
  • Ensure successful onboarding for new team members.
  • Provide coaching and career development for team members.
  • Audit customer interactions for quality and adherence.
  • Collaborate with Director, Customer Support Business Operations.
  • Serve as a point of escalation for critical client issues.

Benefits

  • Comprehensive health benefits
  • Paid sabbatical program after four years
  • Paid family and paternity leave
  • Annual educational stipend
  • Competitive Compensation
  • 401k match
  • Shared ownership employee stock program
  • Monthly transportation stipend
  • Employee assistance program
  • Employee resource groups
  • Dependent Care FSA
  • Company-wide events
  • Employee referral bonus program
  • Quarterly team building events
  • Financial health program
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