Customer Support Associate

🚀 About Pulley

Pulley's mission is to make it easier for anyone to start a company. We believe that more startups should be created, 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 1600 customers including unicorns like Clubhouse, Birdies, and Coda - all within our first year of product launch. Our trajectory is fueled by top investors like 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.

🌟 Who We're Looking For

We’re looking for people to join the customer success team and own the client experience at Pulley.

You’ll learn a high degree of fintech acumen in this role, working directly in Pulley’s platform. You’ll teach founders and lawyers how to use the Pulley platform and spend time educating them on equity management.

Pulley presents a rare opportunity for merit-based progression within a fast-growing tech company. Our Customer Success team is filled with people that have diverse and unique backgrounds. What they have in common is that they’re proactive, intellectually curious, responsive, and are excited by challenges and helping our customers.

This role is ideal for someone who is ready to roll up their sleeves and get things done.

We are purpose-built to win. The bar is high, but if you meet it, the possibilities are endless.

🛠 Responsibilities

• Onboard companies to Pulley’s cap table platform
• Become a cap table and equity expert - you’ll be a go-to resource for customer support
• Answer support requests through Intercom and email
• Think like a customer - work directly with our engineering teams to constantly build new features and deliver an amazing new customer experience
• Run training sessions on the Pulley platform for Paralegals and Associates 
• Run training sessions on the Pulley platform for customers (including Founders and C-Suites)
• Own the success and health of your assigned customer cohort through onboarding and adoption
• Train new hires on captable onboarding as well as the equity domain
• Develop training materials for customers 
• Become a trusted advisor; develop consultative relationships with assigned cohort of customers by delivering value, sharing best practices and acting as the voice of customer internally

🙌 Qualifications & Fit

• We value doers who will roll up their sleeves to get work done
• A strong work ethic and willingness to do whatever it takes to deliver results
• Comfortable speaking with customers, you will be customer facing with founders and lawyers
• A high tolerance for ambiguity and flexibility with changing job duties and responsibilities
• Ability to switch context and still deliver on core initiatives - some days you will be in the weeds of data entry, some days you will be having strategic conversations with customers

💚 Benefits

• Health insurance
• Unlimited paid time off

✨ Our Culture

TL&DR - Pulley is not a good fit for everyone, and that’s OK. This is a bit about the culture of Pulley. We need people who aren’t just interested in working at a startup; we need people who are excited about building a great company. In addition to function-specific skills, here are some traits that enable our team members to thrive:

• Ego-less Learner -- Every day at Pulley, we are trying things that we’ve never done before - sometimes they work; sometimes they don’t. To be successful here, you need to embrace that feeling of ‘being a beginner’ and be willing to accept feedback in stride. 
• Less Talk; More Action -- Everyone rolls up our sleeves at Pulley. If your strength is being the ‘idea gal or guy’ but you don’t create your own slides or write your own code, then we are not a great fit.  
• Prioritize ruthlessly - Our view is that being a 10x engineer is not about writing more code; it’s about making the right decision on what to build. We’re hiring for people who can make the right strategic decisions on where to spend their time.

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!