Customer Support Manager

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:

• Bachelor's degree or equivalent experience
• 3+ years of customer support or operations experience and 1+ years leading a team, ideally in a Customer Support or Operations environment
• Demonstrated success with workflow optimization in a real time, fast paced environment
• Proficient with Salesforce or similar CRM preferred
• Proficient with Microsoft Excel including pivot tables and advanced formulas
• Have excellent verbal and written communication skills with a keen eye for detail
• A client first attitude and love to engage with customers
• Interested in financial markets or services, particularly private equity and venture capital
• Ability to operate with a strong sense of urgency and deliver results
• Have terrific prioritization skills to high call volume in parallel with project work
• Comfortable to engage with a diverse array of customers
• Team player with the desire to try new ideas in order to achieve greater levels of success
• Proficiency 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

Benefits + Compensation at PitchBook:

Physical Health

• Comprehensive health benefits
• Additional medical wellness incentives
• STD, LTD, AD&D, and life insurance

Emotional Health

• Paid sabbatical program after four years
• Paid family and paternity leave
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend
• Robust training programs on industry and soft skills
• Employee assistance program
• Generous allotment of vacation days, sick days, and volunteer days

Social Health

• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program
• Quarterly team building events

Financial Health

• 401k match
• Shared ownership employee stock program

• Monthly transportation stipend

• 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.

Compensation

• Annual base salary: $95,000
• Target annual bonus percentage: 12%

Working Conditions:

At the heart of our company is a belief in the power of in-person collaboration. Being together in the office fuels our creativity, strengthens our connections, and drives the innovation that sets us apart. Our culture is built on spontaneous moments—those hallway conversations, whiteboard brainstorms, and shared celebrations in each of our global offices—that simply can't be replicated remotely. This role is expected to be in the office 5 days a week.

The 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.

Life At PB:

We 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.

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.