About the position
At Pave, our vision is simple - unlock a labor market built on trust. We are building a compensation platform powered by the largest real-time compensation dataset on earth, giving you confidence in every compensation decision. As part of the Product Support Team, you will become a Pave product and compensation expert, using that expertise to support our growing global customer base. You will ensure Pave’s customers understand the product and derive value from it, acting as the front line of defense in keeping our customers happy and unblocking their daily questions while enjoying our product.
Responsibilities
- Provide hands-on support to our customers to ensure their ongoing happiness
- Work both within the application and on backend integrations to identify and resolve customer issues
- Have an empathetic approach to customers so that they feel heard, understood and confident that you will resolve their issue quickly
- Work closely and conduct root-cause analysis with our Engineering teams
- Ensure timely responses to customer inquiries and a clean handoff to other team members on unresolved issues
- Help document and create enablement material to encourage customers to self-serve
- Work effectively with Technical Account Manager and Account Executive teams to manage and maintain a high level of customer satisfaction
- Prioritize and context-switch effectively to execute on simultaneous cases, seeing each through to the finish line
- Be a critical thinker and problem solver to understand what the customer is asking to resolve their issue in as few of steps as possible
- Become an expert on all things Pave
- Work with a fantastic, tenured team that works hard and has fun doing the hard work
Requirements
- Bachelor’s Degree in Information Systems, Engineering, Business, or equivalent experience
- Superior communication, organizational, and time-management skills
- Creative problem solving skills; you search for solutions that solve our customers needs that may not be immediately obvious
- Innovative thinker - you want to improve processes and bring new ideas, not just ask 'what should I do'
- Collaborative mindset with excellent cross-functional teamwork capabilities
- Results-oriented with a track record of meeting or exceeding targets
- Resilient under pressure with the ability to manage multiple issues simultaneously
- Technical curiosity and willingness to continuously learn new tools and technologies
- Ability to work independently with minimal supervision
- 1-4 years of relevant experience in a customer-facing role
Nice-to-haves
- Experience with API, HTML, JAVA, SQL or equivalent
Benefits
- Choice of medical, dental and vision insurance
- Access to mental health services
- Quarterly L&D stipend
- Lunch and dinner stipend for in-office employees
- Snacks throughout the day
