About the position

At Pathlight, we’re empowering a segment of the workforce that is underserved by technology: the frontline manager. Making frontline managers more effective and efficient not only drives team performance, equity, and happiness, but has ripple effects across a company. We’re doing work that really matters, and our love for our customers reflects that.

Our customer support team lives and breathes our dedication to our customers, providing best-in-class frontline reactive and proactive support, as well as building out our self-service help center and other support processes and systems. The right person will be very detail-oriented, comfortable working in data, and most importantly, excited to delight our customers every day.

What you’ll do

  • Interface with customers via a variety of channels, responding to requests and resolving issues
  • Become a Pathlight platform expert, identify common customer challenges, and collaborate with the Product team to translate business needs and product requirements into the best customer experience possible
  • Build out Pathlight's self-service help center, managing documentation and video trainings for product releases
  • Improve upon our existing customer support processes to create effective, efficient customer support experience

What you’ll bring

  • 1-3 years at a SaaS venture-backed high growth company in a customer-facing role
  • Demonstrated ability to create a delightful customer experience while driving business results
  • Excellent problem-solving, and written and verbal communication skills
  • Ability to learn new technology quickly
  • Comfort navigating ambiguity and delivering results in a rapid-growth environment
  • Discipline, accountability, and eagerness to collaborate
  • Diplomacy, tact, and poise under pressure when working through customer issues

What you’ll get

  • The opportunity to collaborate with team members across the company
  • A culture that promotes discussion, different viewpoints, and discovery
  • A rigorous and supportive environment that encourages you to bring your ideas forward, use data to support decision-making, and take calculated risk
  • 401k and medical, dental, and vision benefits
  • Office pups

 

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