At Pave, our vision is simple--unlock a labor market built on trust.
How are we going to get there? By building a compensation platform powered by the largest real-time compensation dataset on earth, giving you confidence in every compensation decision.
We partner with our customers to help them build and retain world-class teams through planning, communicating and benchmarking their team’s compensation in real time. And you don’t have to just hear it from us — you can hear it from our customers: Allbirds, Hover, Credit Karma, Grammarly, and more.
We’re growing fast, building an incredible team and product, and having plenty of fun as we do it in our San Francisco and New York City offices.
If playing to win, building with intellectual honesty and focusing on in the Pave platinum standard sounds like fun - we highly encourage you to reach out. We’d love to partner on our journey to change the world of compensation!
The Support Team @ Pave
Pave is excited to find an exceptional leader for our technical & engineering support team that is already supporting our 8,500 global customers.
As the Director of Technical Support & Engineering, your responsibilities will include overseeing the performance and productivity of our technical support representatives, as well as our support engineers. You will also provide guidance and help so they can troubleshoot our codebase, identify root causes of issues, and submit code changes for bug fixes and small feature improvements. To be successful in this role, you’ll enjoy solving tough problems and being a main point of escalation across Pave, becoming a subject matter expert working closely with engineering and product leaders. You will be a big part of the post-sale customer experience and report directly to the VP of Customer Success and Support.
What You'll Bring:
- You are a natural leader. You have seen increasing responsibility within your prior organizations, and have a passion for helping others, striving to do right by customers.
- You are an exceptional problem solver. You are willing to do whatever it takes to find the answer and provide a quick, thoughtful solution to the team members and customers.
- You are an excellent communicator. Your verbal and written communication skills are superb. You excel at explaining complex topics at the appropriate level of detail and vocabulary as necessary for the audience.
- You value cross-functional collaboration. It is crucial to communicate with other functional leaders to ensure Pave’s product remains the best in the industry, and that customer’s feedback is making it back to other leaders in an effective and timely manner.
- You think big. We are a quickly-growing startup and we need to think bigger. You have the ability to balance what we need now with what we might need 6, 12 and 24 months from now.
- You are empathetic. You prioritize understanding the “why” behind every teammate and customer request and truly care for the customer’s experience.
- You have a high bar for quality. While moving fast, you still have a high bar for quality from your team members to ensure the customer experience is the north star.
- You relish learning new technologies and developing creative solutions, with a working knowledge of troubleshooting API’s, SQL queries, Typescript code, and basic scripting
- Experience troubleshooting using stack traces and log files.
- 4+ years of proven experience in a customer focused position involving technical knowledge of a companies' SaaS products and services.
- 4+ years of management experience.
What You'll Be Doing:
- Collaborate with the Customer Success, Product, Engineering, Sales and Marketing teams to uplevel the customer experience.
- Be at the tip of the sword regarding Pave’s customer experience for 8,500 customers (and quickly growing).
- Work alongside motivated and other bias-to-action GTM leaders.
- Own and create all processes having to do with support, both operationally and technically.
- Advocate for the value of Pave’s products to our customers as you become a subject matter expert in the compensation space.
- Manage a team of 7 Pavers that span across London, SF, Denver and Austin.
- Report directly to the VP of Customer Success and Support and collaborate heavily to ensure an awesome customer experience.
Compensation, It's What We Do.
This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of Pave's total compensation package for employees. Your total rewards package at Pave will include equity, top-notch medical, dental and vision coverage, commuter benefits, catered lunch, an unlimited PTO policy, and many other region-specific benefits.
Pave's salary range for this position
$147,000—$198,000 USD
Pave’s compensation philosophy is to target the 75th percentile of the market for both cash and equity at your job level. This means that the “mid point” of every band at Pave is the 75th percentile of the broader market.
Pave also has a merit-based philosophy when it comes to compensation increases. We run a performance cycle twice per year to evaluate employees’ performance. Higher than average performance ratings result in compensation increases to the upper end of the individual’s compensation range for their role. The result is that high performers at Pave are paid above the 75th percentile of the market at large.
Pave is committed to pay equity. If you get an offer from Pave, it will be based on your level as determined by your interview performance. And nothing else. We explicitly do not negotiate salary and equity to ensure that we aren’t introducing bias that could lead to pay inequities within the team between candidates who have different negotiation tactics.
FAQ’s:
How big is Pave today?
We were founded in late 2019, and have grown to 150 employees across San Francisco, New York and the UK.
Where are the Pave offices?
Our company HQ is in San Francisco's FiDi with a high energy in-person culture. We also have an office in NYC and a hub in England. 🌁 🗽 🇬🇧
What do employee benefits at Pave look like?
As an employee at Pave, you will have your choice of medical, dental and vision insurance, as well as access to mental health services and other perks to promote your wellbeing. To enhance your personal and professional growth, you will have a monthly L&D stipend. We take our snacking seriously - employees receive a lunch and dinner stipend as well as many fun snacks throughout the day.
Who are some of Pave’s customers?
Pave is working with 7,500+ companies today, including some of the best technology logos out there like Credit Karma, RO, Faire, Dropbox, Airtable, Sweetgreen, Checkr, Hubspot, Snackpass, Attentive and more!
What can I expect in interviewing at Pave?
At Pave, we value intellectual honesty and transparency, and we bring this to our interview process. Throughout your time interviewing with us, we will be evaluating where you can best make an impact through multiple conversations with your recruiter, hiring manager, peers and cross-functional partners. We also use our interviews to determine leveling, which is finalized at the end of your interview process by your hiring manager. The majority of our roles have 3-5 interview rounds. You can expect to hear back from our team within 7 days of application, as well as within 2 days after each interview round. Once we extend an offer, we hope to hear back from you within 1 week. It is extremely important to us that we find a great mutual fit - we’re excited to get to know you!
More Questions? Check out our candidate resources page!
Pave is committed to a diverse and inclusive workforce. We are an equal opportunity employer and do not discriminate on the basis of race, ethnicity, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status. For individuals with disabilities who would like to request accommodation, please email [email protected]. Sponsorship for work visas or other permits may be available for certain positions, subject to Pave's policies and legal requirements.
Top Skills
What We Do
Pave is a suite of real-time compensation tools to help companies plan and communicate compensation.
Make smarter compensation decisions.
Plan, communicate, and benchmark your compensation in real-time (without spreadsheets). Powered by real-time integrations with your HRIS, ATS, and Cap Table.
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