Quality Assurance Analyst, Customer Support

About the Role:

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!

PitchBook’s Customer Support team provides direct customer support via phone, email, and chat to existing PitchBook clients. As a Quality Assurance Analyst, Customer Support your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility to help develop and maintain a complete Quality Assurance program that ensures our customers are getting the best experience every time.

Primary Job Responsibilities:

• Establish and refine internal standards for support quality assurance
• Review a selection of support team members’ interactions across various channels (calls, emails, chats, etc.)
• Evaluate support engagements against predetermined quality benchmarks
• Provide team members with constructive feedback and guidance during regular meetings
• Engage in dialogue with team members to elaborate on and clarify feedback
• Analyze customer service metrics (e.g., CSAT) and their correlation with support team performance
• Devise strategies to enhance support KPIs
• Assist in enhancing team member performance through targeted guidance and ongoing support
• Identify training and onboarding needs and work with the team to spearhead relevant initiatives
• Monitor customer service performance at both individual team member and team levels
• Generate comprehensive reports reflecting support performance
• Communicate support team performance findings to upper management
• Participate in calibration sessions to ensure consistency in internal evaluations
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

Skills and Qualifications:

• Bachelor’s degree
• 1 year of experience in a customer service role
• Demonstrated proficiency in analytical abilities
• Practical experience in quality assurance procedures
• Strong interpersonal skills, including adeptness in delivering constructive feedback
• Effective organizational skills and familiarity with goal-setting methodologies
• Evidence of skill in data visualization and understanding of support metrics
• Understanding of fundamental business metrics and their relationship with support operations
• Problem-solving acumen to devise impactful strategies for enhancing support quality
• Excellent verbal and written communication skills with a keen eye for detail
• Interested in financial markets or services, particularly private equity and venture capital
• Ability to operate with a strong sense of urgency and deliver results
• Terrific prioritization skills to high call volume in parallel with project work
• Team player with the desire to try new ideas in order to achieve greater levels of success
• Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily

Benefits + Compensation at PitchBook:

Physical Health            

• Comprehensive health benefits
• Additional medical wellness incentives 
• STD, LTD, AD&D, and life insurance

Emotional Health 

• Paid sabbatical program after four years
• Paid family and paternity leave 
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend 
• Robust training programs on industry and soft skills 
• Employee assistance program
• Generous allotment of vacation days, sick days, and volunteer days 

Social Health 

• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare  
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program  
• Quarterly team building events

Financial Health 

• 401k match
• Shared ownership employee stock program 
• Monthly transportation stipend  

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Compensation

• Annual base salary: $75,000
• Target annual bonus percentage: 7.5%

*Starting pay will be based on several factors and commensurate with qualifications & experience. We also have a location-based compensation structure; there may be different ranges for candidates by location. 

Working Conditions:

We believe our business and our culture are strongest when we work together in person. We also know that it’s helpful to have some flexibility to work remotely. Most roles work in the office 3+ days/week, and some are expected to work in the office 4-5 days/week. The current expectation for this role is that you are working in the office 3+ days/week and that you are in the office full-time during the training period, for which the length varies by role. During an initial phone screen, the team will discuss expectations for this specific position.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Life At PB:

We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It’s our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we’ve heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.

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