At PitchBook, 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.
\nOur 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.
\nIf you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.
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About the Role:
\nAs a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!
\nPitchBook’s Customer Support team provides direct customer support via phone, email, and chat to existing PitchBook clients. As a Quality Assurance Analyst, Customer Support your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility to help develop and maintain a complete Quality Assurance program that ensures our customers are getting the best experience every time.
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Primary Job Responsibilities:
\n\nEstablish and refine internal standards for support quality assurance\nReview a selection of support team members’ interactions across various channels (calls, emails, chats, etc.)\nEvaluate support engagements against predetermined quality benchmarks\nProvide team members with constructive feedback and guidance during regular meetings\nEngage in dialogue with team members to elaborate on and clarify feedback\nAnalyze customer service metrics (e.g., CSAT) and their correlation with support team performance\nDevise strategies to enhance support KPIs\nAssist in enhancing team member performance through targeted guidance and ongoing support\nIdentify training and onboarding needs and work with the team to spearhead relevant initiatives\nMonitor customer service performance at both individual team member and team levels\nGenerate comprehensive reports reflecting support performance\nCommunicate support team performance findings to upper management\nParticipate in calibration sessions to ensure consistency in internal evaluations\nSupport the vision and values of the company through role modeling and encouraging desired behaviors\nParticipate in various company initiatives and projects as requested\n\n\n
Skills and Qualifications:
\n\nBachelor’s degree\n1 year of experience in a customer service role\nDemonstrated proficiency in analytical abilities\nPractical experience in quality assurance procedures\nStrong interpersonal skills, including adeptness in delivering constructive feedback\nEffective organizational skills and familiarity with goal-setting methodologies\nEvidence of skill in data visualization and understanding of support metrics\nUnderstanding of fundamental business metrics and their relationship with support operations\nProblem-solving acumen to devise impactful strategies for enhancing support quality\nExcellent verbal and written communication skills with a keen eye for detail\nInterested in financial markets or services, particularly private equity and venture capital\nAbility to operate with a strong sense of urgency and deliver results\nTerrific prioritization skills to high call volume in parallel with project work\nTeam player with the desire to try new ideas in order to achieve greater levels of success\nProficiency 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\n\n\n
Benefits + Compensation at PitchBook:
\nPhysical Health
\n\nComprehensive health benefits\nAdditional medical wellness incentives \nSTD, LTD, AD&D, and life insurance\n\n\n
Emotional Health
\n\nPaid sabbatical program after four years\nPaid family and paternity leave \nAnnual educational stipend\nAbility to apply for tuition reimbursement\nCFA exam stipend \nRobust training programs on industry and soft skills \nEmployee assistance program\nGenerous allotment of vacation days, sick days, and volunteer days \n\n\n
Social Health
\n\nMatching gifts program\nEmployee resource groups\nSubsidized emergency childcare \nDependent Care FSA\nCompany-wide events\nEmployee referral bonus program \nQuarterly team building events\n\n\n
Financial Health
\n\n401k match\nShared ownership employee stock program \nMonthly transportation stipend \n\n\n
*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.
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Compensation
\n\nAnnual base salary: $75,000\nTarget annual bonus percentage: 7.5%\n\n\n
*Starting pay will be based on several factors and commensurate with qualifications & experience. We also have a location-based compensation structure; there may be different ranges for candidates by location.
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Working Conditions:
\nWe believe our business and our culture are strongest when we work together in person. We also know that it’s helpful to have some flexibility to work remotely. Most roles work in the office 3+ days/week, and some are expected to work in the office 4-5 days/week. The current expectation for this role is that you are working in the office (3+/4+/5) days/week and that you are in the office full-time during the training period, for which the length varies by role. During an initial phone screen, the team will discuss expectations for this specific position.
\nThe job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.
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Life At PB:
\nWe are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It’s our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we’ve heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.
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We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.
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