Remote Customer Support Jobs in Web3

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. 🌟 About The Role:As the Manager of Customer Support, you will lead a team of dedicated support specialists, ensuring our customers receive accurate and timely solutions to their technical inquiries. This role is pivotal in driving customer satisfaction, managing escalations, and fostering a culture of excellence within the team. You’ll own the evolution of support playbooks, coach your team for continuous high performance, and collaborate cross-functionally to identify and resolve product challenges. Your leadership will be critical in achieving world-class support standards and ensuring our customers feel valued and supported as a true differentiator for Pulley. 🛠 Responsibilities: Team Leadership and Development:

Oversee daily operations of the Customer Support team, ensuring SLAs and KPIs are consistently met. Provide regular coaching, feedback, and professional development opportunities to support specialists. Foster a collaborative and customer-focused team culture, emphasizing empathy, accuracy, and problem-solving.

Customer Support Operations:

Ensure customer inquiries are resolved efficiently and effectively via email, phone, and chat. Monitor and manage escalations, serving as the primary point of contact for complex customer issues. Proactively identify trends in customer challenges to drive continuous improvement in product and service delivery.

Process Optimization:

Develop, iterate, and maintain support playbooks and standard operating procedures to enhance team efficiency. Identify opportunities for process automation and tooling improvements to streamline workflows. Collaborate with cross-functional teams to ensure the knowledge base and customer-facing documentation are accurate and comprehensive.

Cross-Functional Collaboration:

Partner with Engineering and Product teams to report, prioritize, and resolve bugs. Act as a voice of the customer, sharing actionable insights and feature requests with relevant stakeholders. Support the rollout of new product features by coordinating training and ensuring team readiness.

Metrics & Reporting:

Analyze team performance metrics to identify areas for improvement and implement solutions. Prepare and present reports on support trends, team productivity, and customer satisfaction to the Pulley leadership team regularly.

  🙌 Qualifications:

3+ years of experience in customer support, with at least 1 year in a leadership role in a SaaS environment. Proven ability to lead and motivate teams to deliver exceptional customer service. Strong problem-solving skills with the ability to simplify complex technical issues for customers. Excellent written and verbal communication skills, with a keen attention to detail. Experience in developing and implementing support playbooks and processes. Familiarity with customer support platforms and tools (e.g., Zendesk, Intercom, Salesforce).

Preferred:

Knowledge of fintech, equity administration, or financial services industries. Experience collaborating with Engineering and Product teams in a fast-paced environment. Passionate about creating a positive customer experience and driving customer success.

💚 Benefits: We are a remote-first team with an office in San Francisco.  US-Based Benefits:

Health insurance Unlimited PTO 401(k) Match

✨ Our Culture: TL&DR - Pulley is a unique fit, tailored for those who align with our values and culture. Discover the engaging culture of Pulley. 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! Annual Compensation: $110k - $125k USD