Director East Coast Customer Support

At PitchBook, we are committed to continuous innovation and investment in our people, fostering a collaborative culture that thrives on curiosity and positive energy. We believe in embracing change and pushing ourselves to find new solutions, creating an environment where our employees can thrive.

About the Role

We are seeking a Director of East Coast Customer Support to lead our regional Customer Support team. In this role, you will focus on achieving global service level agreements (SLAs), improving workflow efficiencies, and fostering a customer-first culture. You will also collaborate with other departments to enhance our processes and provide an exceptional customer experience.

Primary Responsibilities

• Team Management: Lead a team of Customer Support Managers to meet SLA goals and improve workflow.
• Coaching & Development: Provide regular coaching and career development opportunities for team members.
• Strategic Collaboration: Partner with the Global Director of Customer Support to shape the East Coast support strategy.
• Hiring & Training: Set hiring strategies and design onboarding and training programs, working with the People Development team as needed.
• Client Escalation: Serve as a point of escalation for critical client questions and coordinate resolutions with your team.
• Project Leadership: Own and manage large strategic projects focused on process and product improvements.
• Cross-Department Collaboration: Work with other departments to gather actionable feedback and enhance our internal processes.
• Performance Monitoring: Conduct bi-weekly meetings to discuss best practices, performance metrics, and team expectations.

Skills and Qualifications

• Education: Bachelor’s degree in Business Administration or a related field preferred.
• Experience: 8+ years in a management or team lead role, preferably in Customer Support or Operations.
• Proficiency: Experience with workflow optimization in a fast-paced environment; familiarity with Salesforce or similar CRM is preferred.
• Communication: Excellent verbal and written communication skills with keen attention to detail.
• Client Focus: A strong client-first attitude and enthusiasm for engaging with customers.
• Interest in Finance: Knowledge of financial markets, particularly private equity and venture capital.
• Team Player: Collaborative mindset with the willingness to try new approaches for greater success.
• Technical Skills: Proficient in Microsoft Office Suite; ability to learn new systems quickly.

Benefits and Compensation

• Health: Comprehensive health benefits, wellness incentives, and various insurance coverages.
• Emotional Well-being: Paid sabbaticals, educational stipends, and robust training programs.
• Social Engagement: Employee resource groups, team-building events, and matching gifts program.
• Financial Health: 401(k) match, shared ownership stock program, and monthly transportation stipends.

Compensation:

• Annual Base Salary: $135,000
• Target Annual Bonus Percentage: 20%

Working Conditions

This position is based in a standard office setting, requiring full-time attendance during the training period, and is expected to work in the office 5 days a week. Some limited corporate travel may be necessary.

Life at PitchBook

We consistently rank as a Best Place to Work, with our culture at the core of our success. We value diverse perspectives, encourage learning, and promote a sense of belonging within our community.

If you're ready to join a team that values curiosity, collaboration, and growth, we encourage you to apply! Even if you don’t meet every qualification, you might still be the right fit for this or other roles at PitchBook.