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Pathrise Remote.coabout 2 months ago
Apply Nowabout 2 months ago
Title: Senior Customer Operations Specialist
Location: Remote
Category: Open Roles
JobDescription:
What is Pathrise? Pathrise (YC W18) connects job seekers across North America to world class industry mentorship and career coaching to help them land a new career. The program is free upfront and our customers pay us back when theyre hired. Built around aligned incentives, we help build equity in the job search process by providing 1-on-1 mentorship, training, and a platform to uplift job seekers and ultimately, help them fulfill their hopes, ambitions, and livelihoods. Weve already helped more than a thousand fellows land meaningful jobs, and helped them earn over $100M in salary. In 2022 we raised our Series B and there is even more exciting growth on the horizon. That year we expanded from 6 to 14 industries, launched a tiered pricing system with differentiated product offerings, and much more. Our Mission Our mission is to help people everywhere build their careers by being the worlds best career agency. We believe the job search system is broken and can be fixed with a business model that acts on behalf of the job seeker, instead of on behalf of employers, recruiters, or schools. If this sounds interesting to you, we look forward to hearing from you! Read more about our mission in our manifesto. The Role Were excited to expand our Customer Ops team! Were looking for a resourceful, strategy-minded, tech savvy Senior Customer Operations Specialist to join our team full-time. Success and fulfillment in this role requires a unique combination of startup, customer support, and operations experience. The right person is enjoys rolling up their sleeves, tracking down information across systems, building their own resources, and collaborating quickly with other stakeholders to solve problems with efficient, scalable processes. They’ll also be comfortable operating in ambiguity, energized by the fast-pace of an early stage startup, and have an ability to create their own organization and resources from scratch when needed. Additionally, theyll demonstrate a high level of resourcefulness to get to the root cause of customer issues and an ability to de-escalate them. This role is broken into five main parts: – Managing escalated customer issues – Providing support for Customer Ops Associates on ticket resolution, resource creation, and training – Conducting weekly audits to ensure contract maintenance and compliance with financing partners – Collaborating directly with our Head of Customer Ops on creating department strategy as well as implementing & streamlining execution – Collaborating cross-functionally with departments at Pathrise to create new customer processes and optimize existing ones, with the goal of improving the overall customer experience and increasing efficiencyResponsibilities
- Coordinate daily customer support for Customer Ops Team, ensuring First Response Time and Resolution SLAs are met
- Manage escalated customer scenarios start to finish, ensuring resolutions are translated to resources and training, ultimately supporting overall team performance
- Flag issues and opportunities for workflow improvement to Head of Customer Ops; prioritize and execute on intra and cross-departmental workflow creation and revision
- Execute on creating new and remedial training for Customer Ops Team in partnership with the Head of Customer Ops, including weekly Customer Ops Meeting agendas and ad hoc training
- Collaborate on escalated customer scenarios with cross-team stakeholders, facilitating discounts, policy exceptions, and other nuanced solutions that are customer-centric while protecting business needs
- Manage and run weekly contract audits, ensuring customer status is accurate in our system and contractual actions are timely and compliant; iterate on audits as necessary
- Balance well-scoped project execution while prioritizing core responsibilities, completing projects independently; proactively flagging blocks, communicating progress, asking for feedback, and delivering on an agreed-upon timeline
- Manage additional, related tasks within the department as the need arises
Qualifications
- 2+ years of experience working in early stage startups
- 1+ years of experience in a mid-level operations role, working directly with department head to independently execute on strategy
- Background in customer operations/experience/support including familiarity with managing escalated scenarios in writing and face to face (via Google Meet)
- Experience working with and navigating Salesforce, JIRA Service Management, Slack, Notion, and GSuite
- Experience creating modular workflows with no/low code development tools like Zapier
- High level of comfort collaborating and communicating across levels including with department leads and executive leadership
- Ability and desire to do high impact, independent work
- Ability and desire to get up to speed quickly and retain policy & process fluency in a fast-paced environment where change is constant
Benefits & Compensation
- Compensation: $72,000 -$96,000 per year, contingent upon experience and location
- Meaningful equity in the form of stock options
- Fully remote with annual company sponsored team-building trips to places like Lake Tahoe and Denver
- Medical, Dental & Vision insurance coverage – we can provide plan details for specifics
- Flexible Unlimited Time (FlexTime) Off Policy
- Annual Professional Development & Wellness Stipends
- 50% computer reimbursement and $300 reimbursement cap for WFH office equipment