Customer Support Manager

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At Pitch Book, a Morningstar company, we continuously innovate, evolve, and invest in ourselves to bring out the best in everyone. We’re deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company. Our extensive learning programs and mentorship opportunities help create a culture of curiosity that pushes us to find new solutions and better ways of doing things.

The rapidly evolving industry and our high ambitions mean there’s often ambiguity, but we excel when we challenge ourselves—taking risks, failing fast, and doing it all over again in the pursuit of excellence. If you have a good attitude and are willing to roll up your sleeves to get things done, Pitch Book is the place for you.

Customers are king! Each day the Customer Success Team works to ensure our clients maximize the value they receive from Pitch Book. Onboarding, training, support, business development, and renewals are handled by the team. They do whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the Pitch Book Platform.

The Manager, Customer Support Tier 2 manages a team of Tier 2 Customer Support Specialists. Responsibilities include auditing performance, ensuring successful onboarding, and collaborating with the Director, Customer Support to develop business strategy. The role has an emphasis on professional development and maintaining an effective support team.

• Manage and lead a team of Tier 2 Customer Support Specialists to achieve SLA and meet quality standards for all client work
• Ensure all new team members are successfully onboarded and facilitate trainings as needed
• Provide coaching and career development for team members
• Maintain a regular cadence of 1:1s with each team member to recap performance, identify improvement opportunities and support career development
• Audit customer chat, email and phone interactions weekly for quality and process adherence
• Run performance reports in Salesforce and Tableau to track team results and update the Director, Customer Support weekly
• Conduct biweekly team meetings to update Customer Support Specialists on best practices and continuing expectations
• Collaborate with the Director, Customer Support Business Operations to develop the overall support strategy within the Customer Support organization
• Serve as a point of escalation for critical client questions and coordinate with direct reports to resolve all client issues
• Participate in Customer Support promotion and hiring process
• Leverage a suite of tools including Salesforce and Tableau to monitor workflow, SLA and team performance
• Regularly review Highspot to ensure you and your team are knowledgeable on the latest product and data initiatives and releases
• Continually evaluate the opportunity for process improvements and implement best practices
• Collaborate with Customer Support management in other Pitch Book locations on process design and implementation as well as overall team initiatives
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

• 3+ years of customer support or operations experience and 2+ years leading a team, ideally in a Customer Support or Operations environment
• Demonstrated success with workflow optimization in a real‑time, fast‑paced environment
• Proficient with Salesforce or similar CRM preferred
• Proficient with Microsoft Excel including pivot tables and advanced formulas
• Have excellent verbal and written communication skills with a keen eye for detail
• A client‑first attitude and love to engage with customers
• Interested in financial markets or services, particularly private equity and venture capital
• Ability to operate with a strong sense of urgency and deliver results
• Have terrific prioritization skills to high call volume in parallel with project work
• Comfortable engaging with a diverse array of customers
• Team player with the desire to try new ideas in order to achieve greater levels of…