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21 Oct 2022

Full-Time Customer Success & Support Manager

amanda@standardmetrics.io – Posted by amanda@standardmetrics.io United States

Job Description

Standard Metrics, formerly known as Quaestor, is an automated financial collaboration platform that helps investors and founders to move faster together and make better, forward-facing decisions. We’re a full-time team of product builders, investors, and optimists, rebuilding investor relations from the ground up. Standard Metrics is backed by 8VC and Spark Capital along with other leading software VCs and angels and is currently a trusted resource for many of the top venture capitalist firms in the world.

Come Build With Us

We are looking for someone who is ready to roll up their sleeves and work closely with some of the best venture capital firms and startups in the world. This person will collaborate closely with our data operations, engineering, and product teams and will be on the front-lines learning from our customers and helping us rapidly iterate on Standard Metrics’ product. We are looking for someone who is tenacious about tackling problems, detail-oriented, can skillfully coordinate internal teams, and enjoys working directly with customers to solve problems.

Responsibilities

  • Build and implement systems to scale customer support and assist customers with their day-to-day usage of Standard Metrics
  • Identify, respond to, and resolve customer issues and questions via incoming live chat and email inquiries while concurrently defining and implementing structure and processes to enable the growth of Standard Metrics and our customer base
  • Evaluate the criticality of issues and escalate problems internally as appropriate
  • Work closely with product, engineering, and data teams to resolve issues and conduct root-cause analysis
  • Proactively contribute to product problem solving and help identify the top problems that our customers are experiencing
  • Define and implement support usage reporting to drive product and sales improvements and enhance overall messaging
  • Develop product documentation and enhance our Help Center, including the creation of self-serve tutorials
  • Conduct client trainings and ad hoc screen shares to ensure customers are able to manage Standard Metrics themselves

Requirements

  • 3+ years experience in a technical support and/or SaaS customer success/client-facing role
  • Knowledge of finance and accounting
  • Excellent written and verbal communication skills, natural empathy for customers, and a passion and excitement for helping people and solving problems
  • A passion for startups and a history of working in startups and/or in venture capital is a plus

Benefits

Competitive salary: Your salary is the same no matter where you live in the USA. Our goal is to pay at or above the market rate of a US-based tech hubs like San Francisco or NYC.
Health and dental insurance: We cover you and your family’s health/dental insurance 100%.
Flexible vacation: Take time off when you need it! We find most employs take 3-4 weeks in addition to holidays, but there are no firm rules. We trust our employees to know what’s best for them.
Paid parental leave: 12 weeks of paid leave for all new parents.
Complete transparency – Everyone has full access to business metrics and financial information about the company.
Quarterly offsites: While we are a remote first company, and we build our communication, processes, and structures with a dispersed workforce in mind, we also love getting the team together. Once a quarter we fly the whole team out to San Francisco to plan, bond, and innovate.

How to Apply

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Job Categories: LGBT. Job Types: Full-Time. Salaries: 80,000 - 100,000.

Job expires in 41 days.

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