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Customer Success Manager

San Francisco, CA

About Pump

Pump is a financial operations company designed to optimize business’s cloud spend by reducing their costs. Pump has rapidly expanded since 2022, scaling to over $10M in ARR in less than two years. We are the only completely free cost optimization product on the market, managing hundreds of millions in aggregate AWS, GCP, and Azure spend across hundreds of our customers. 

Pump is a Y Combinator-backed startup with dozens of angel investors and has also been called the Costco of the Cloud by Forbes. Our founding team comprises two founders with multiple $XXm and above exits. T

About the Role

We’re looking for agents with an incredible customer focus and passion for helping people, who are hungry to learn all about our product, and who are able to communicate effectively with both customers and our internal teams.

As a member of our stellar customer experience team, you will work closely with some of the fastest growing companies in the world as their direct line of contact and support. You’ll partner closely with our account management, product, and engineering teams on resolving customer questions, managing product requests and issues, and bringing insights into how we can improve our product. You’ll be the first line of defense for our customers and the voice of the customer to the rest of the team!

What You’ll Do

  • Utilize critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve
  • Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid our customers
  • Have the ability to grow, develop and learn in a fast-paced, start-up environment
  • Work directly with some of the fastest growing companies in the US
  • Help Pump scale effectively by handling support requests over phone,  email and chat
  • Help us maintain a industry leading satisfaction rate with our customers
  • Own a critical piece of the feedback loop for improving our product, providing insight for the whole team
  • Learn the Pump Platform inside and out to maximize effectiveness with our customers

What You Need

  • Ability to provide support to customers over email, slack, and in-app support channels
  • Excellent verbal and written communication skills
  • Experience collaborating closely with teams outside of support
  • Strong background in customer support via email and phone
  • Investigative and critical thinking skills
  • Desire for ownership and growth in role over time
  • Ability to work evenings and weekends as needed

Nice to Haves

  • Previous experience with Pylon, Zendesk, or other Customer Support Management Softwares

Benefits (for U.S.-based full-time employees)

  • 100% medical coverage for you
  • 401k 
  • Unlimited PTO
  • Free Weekly Lunch & Dinner in the Office
  • Yearly company-paid team retreats.
  • Developmental Bonuses

Other notices

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Compensation

$65,000 - $80,000 USD

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