Pulley | No comp given
Steph's Notes:
There's a misalignment between the duties of this position and its seniority, and before you come at me with "they don't do titles! *dudebro noises*", they're at this very moment advertising for a Director of Engineering, so clearly they're familiar with the concept of leveling.
See Pulley's Support Associate role for the "culture" bullshit that has me so grouchy.
Original Job Description: Customer Support Lead
Pulley's mission is to make it easier for anyone to start a company. We believe that more startups should exist and that founder-led companies are more successful in the long term. With Pulley’s cap table management tools, companies can better understand and optimize their equity for the long term. Starting a company is hard enough. Managing equity shouldn’t be.
We’re a high-performing team looking for passionate, execution-focused, self-starters to help us build equity management tools for founders. Pulley is growing quickly with over 3000 customers including unicorns like Clubhouse, Birdies, and Coda - all within our first year of product launch. Our trajectory is fueled by top investors like Founder's Fund, Stripe, General Catalyst, Caffeinated Capital, 8vc, Elad Gil, among other great angels. All of our growth has been organic, and we’re growing the team to meet the demand.
đź› Responsibilities
- Lead and hire a support team that is efficient, competent, and knowledgeable about our product and users
- Improve team efficiency and effectiveness by setting and tracking metrics
- Serve as a mentor and problem solver on difficult tickets or escalations
- Work alongside the team on tickets when there are large issues, or when volume is high
- Help your team reach high standards of response quality and create high customer satisfaction
- Partner cross-functionally to improve our product, investigate technical issues (banking or equity-related), and fix bugs
- Partner with leadership to extend knowledge and learning across the support organization by augmenting or building tools and processes
🙌 Qualifications
- 3+ years of experience leading customer support or other user-facing teams in high-growth technology companies
- 5+ years of working in customer support in high-growth technology companies
- Feel highly confident working with tickets that deal with financial issues, equity and cap table management systems, or other problems of a fairly technical nature
- Experience tracking metrics and using them to add structure and drive team improvements
- Experience working cross-functionally with engineering and product teams
✨ Our Culture
TL&DR - Pulley is a unique fit, tailored for those who align with our values and culture. We are looking for people who are excited about building a great company, not just working in a high-growth startup. In addition to function-specific skills, here are some traits that enable our team members to thrive:
- First Principles Thinking. We believe in breaking down problems into their most basic parts. We don’t reject ideas because they haven’t worked before. We understand “why did certain things work?” and apply it to our situation.
- Ship It & Iterate. Shipping is the starting line for learning. Ship something, talk to users, get feedback, and iterate. We focus on the inputs, on what we can control, not the outcomes. We take our best bets, and don’t fixate on the finish line.
- Boldly Honest & Aggressively Considerate. Being boldly honest means we push one another to act from first principles, set and hit goals, and ruthlessly prioritize. Being aggressively considerate means we care about each other as humans to win as a team. We speak up and embrace feedback.
- Default Yes. We believe that something is possible unless proven otherwise. Hard problems are often solved by people who didn’t know it was impossible.
We’re also inspired by the culture work done at other companies and plan to develop our own playbook here too. One of the concepts that resonate most with us is the importance of stunning colleagues. If you like the sound of our environment and you’re passionate about joining a team like the one we’ve described, we'd love to talk!
