Senior Customer Operations Specialist - remote

Title: Senior Customer Operations Specialist

Location: Remote

Category: Open Roles

JobDescription:What is Pathrise?Pathrise (YC W18) connects job seekers across North America to world class industry mentorship and career coaching to help them land a new career. The program is free upfront and our customers pay us back when theyre hired.Built around aligned incentives, we help build equity in the job search process by providing 1-on-1 mentorship, training, and a platform to uplift job seekers and ultimately, help them fulfill their hopes, ambitions, and livelihoods. Weve already helped more than a thousand fellows land meaningful jobs, and helped them earn over $100M in salary.In 2022 we raised our Series B and there is even more exciting growth on the horizon. That year we expanded from 6 to 14 industries, launched a tiered pricing system with differentiated product offerings, and much more.Our Mission Our mission is to help people everywhere build their careers by being the worlds best career agency.We believe the job search system is broken and can be fixed with a business model that acts on behalf of the job seeker, instead of on behalf of employers, recruiters, or schools. If this sounds interesting to you, we look forward to hearing from you!Read more about our mission in our manifesto.The RoleWere excited to expand our Customer Ops team! Were looking for a resourceful, strategy-minded, tech savvy Senior Customer Operations Specialist to join our team full-time.Success and fulfillment in this role requires a unique combination of startup, customer support, and operations experience. The right person is enjoys rolling up their sleeves, tracking down information across systems, building their own resources, and collaborating quickly with other stakeholders to solve problems with efficient, scalable processes.They’ll also be comfortable operating in ambiguity, energized by the fast-pace of an early stage startup, and have an ability to create their own organization and resources from scratch when needed. Additionally, theyll demonstrate a high level of resourcefulness to get to the root cause of customer issues and an ability to de-escalate them.This role is broken into five main parts:–Managing escalated customer issues–Providing support for Customer Ops Associates on ticket resolution, resource creation, and training–Conducting weekly audits to ensure contract maintenance and compliance with financing partners–Collaborating directly with our Head of Customer Ops on creating department strategy as well as implementing &streamlining execution–Collaborating cross-functionally with departments at Pathrise to create new customer processes and optimize existing ones, with the goal of improving the overall customer experience and increasing efficiencyResponsibilities

• Coordinate daily customer support for Customer Ops Team, ensuring First Response Time and Resolution SLAs are met
• Manage escalated customer scenarios start to finish, ensuring resolutions are translated to resources and training, ultimately supporting overall team performance
• Flag issues and opportunities for workflow improvement to Head of Customer Ops;prioritize and execute on intra and cross-departmental workflow creation and revision
• Execute on creating new and remedial training for Customer Ops Team in partnership with the Head of Customer Ops, including weekly Customer Ops Meeting agendas and ad hoc training
• Collaborate on escalated customer scenarios with cross-team stakeholders, facilitating discounts, policy exceptions, and other nuanced solutions that are customer-centric while protecting business needs
• Manage and run weekly contract audits, ensuring customer status is accurate in our system and contractual actions are timely and compliant;iterate on audits as necessary
• Balance well-scoped project execution while prioritizing core responsibilities, completing projects independently;proactively flagging blocks, communicating progress, asking for feedback, and delivering on an agreed-upon timeline
• Manage additional, related tasks within the department as the need arisesQualifications
  • 2+ years of experience working in early stage startups
  • 1+ years of experience in a mid-level operations role, working directly with department head to independently execute on strategy
  • Background in customer operations/experience/support including familiarity with managing escalated scenarios in writing and face to face (via Google Meet)
  • Experience working with and navigating Salesforce, JIRA Service Management, Slack, Notion, and GSuite
  • Experience creating modular workflows with no/low code development tools like Zapier
  • High level of comfort collaborating and communicating across levels including with department leads and executive leadership
  • Ability and desire to do high impact, independent work
  • Ability and desire to get up to speed quickly and retain policy &process fluency in a fast-paced environment where change is constantBenefits &Compensation
    • Compensation: $72,000 -$96,000 per year, contingent upon experience and location
    • Meaningful equity in the form of stock options
    • Fully remote with annual company sponsored team-building trips to places like Lake Tahoe and Denver
    • Medical, Dental &Vision insurance coverage –we can provide plan details for specifics
    • Flexible Unlimited Time (FlexTime) Off Policy
    • Annual Professional Development &Wellness Stipends
    • 50% computer reimbursement and $300 reimbursement cap for WFH office equipmentBase salary of $72,000 -$96,000 per year, contingent upon experience and location.Our CultureWe are a tight-knit community that champions for our staff to bring their authentic true selves to work and aim to provide a fun and collaborative work environment for everyone. Although we are remote we have many virtual and company sponsored in-person events. We also value diversity –our Customer Ops team is growing and headed by female leadership, and exemplifies what Pathrise stands for externally as well as internally. Read more about how we aim to create a diverse and inclusive environment: What DE&I means to PathriseAlthough this is a salaried position and we have flexible hours that don’t require team members to adhere to Pacific Time, this role does require working daytime business hours (any US time zone).Our interview process*–Phone chat with a recruiter –30 mins–Written assignment on communication + customer service problem solving –1-2 hours–Interview with the hiring manager –30 –45 mins–Final Round –mixture of behavioral + situational interviews –2 hours*subject to change contingent on our timelineThe Pathrise Approach to Hiring At Pathrise we have a unique understanding of the hiring process from the perspective of companies and candidates, and the ups and downs that come with it. Candidates are close to our hearts –we’ve been them, we coach them, we know them.Our general full-time hiring process outlined below. Note: this doesn’t apply to part-time roles which consist of an intro call + a 30-45 min final interview.Application Stage–Our recruiting team reviews applications and responds to qualified applicants as quickly as possible.–Our ATS does not auto-reject in any way–Note that some part-time roles are listed in “Inactive –Resume Pool”status, meaning hiring happens on a rolling basis and may open unexpectedly.Intro Call–In this 30 minute phone call, we aim to align on the role and answer your questions to ensure a mutual fit–Taking the next step in your career is a big deal! Ask whatever questions you need to ensure we’re the right fit for you.–Candidates who advance will be provided with a helpful guide to support their candidate experience.Skill Assessment or Hiring Manager Interview–For some roles, this is a 30 minute Google Meet interview with a hiring manager.–For other roles, this stage is a hands-on skill assessment that gives you a firsthand glimpse of what basic skills are needed to execute in this role, and how they’ll be applied. It also gives us early signals on the more technical aspects of candidate fit.Virtual Onsite (full-time roles only)–Candidates will meet with hiring managers and collaborators for further skill assessments and behavioral interviews.–Because this stage can take considerable time for all candidates and interviewers (1.5 –3 hours), we are very intentional about how we conduct it and who we move forward. We do our best to be mindful of time commitments and candidate efforts, and will communicate if things change unexpectedly.–You’ll receive guidance well in advance.Reference Interviews (full-time roles only)–We’ll ask for some professional references to follow up with.Pathrise is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Pathrise does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Pathrise also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Pathrise will also consider for employment qualified applicants with arrest and conviction records.If you are instead interested in our fellowship program, please submit an intake form and our Admissions team will follow up: https://www.pathrise.com/apply.