Customer Support Specialist

Summary

Join Pulley, a fast-growing company with over 4,500 customers, as a Customer Support Specialist. You will handle complex financial and equity-related inquiries, providing exceptional customer experiences. The ideal candidate possesses technical aptitude, strong communication skills, and a passion for helping founders and startups succeed. Pulley offers a remote-first, high-growth environment. Responsibilities include resolving customer inquiries via various channels, creating personalized responses, triaging requests, identifying bugs, and documenting product information. The role requires 2+ years of customer support experience and the ability to communicate technical information clearly. Pulley provides competitive benefits, including medical, dental, and vision insurance, unlimited PTO, parental leave, and generous stipends.

Requirements

• 2+ years of experience working in customer support
• Feel confident working with tickets that deal with financial issues, equity, and cap table management systems, or other problems of a fairly technical nature
• Ability to communicate technical issues in a simple, user-friendly manner
• Passionate about delivering a positive customer experience
• Empathy and tact when working with customer issues under pressure

Responsibilities

• Effectively and efficiently resolve customer inquiries via email, phone, and chat
• Create well-articulated, personalized responses for a variety of customer requests
• Triage incoming requests and spot trends in customer issues to share with the rest of the team
• Identify, reproduce, and report bugs for the engineering and product team
• Understand and respond to support metrics and drives for improvement
• Document and create assets to support the customer’s understanding of the product

Benefits

• Competitive salary and equity
• Medical, Dental, and Vision insurance
• Unlimited PTO + Winter holiday break
• Parental leave
• Generous stipends for WFH, learning, wellness, and AI tools
• 401(k) match (US) / Pension match (Canada)