Support Manager Jobs in San Ramon, CA (NOW HIRING)

Pillar is actively looking for someone who loves to help others succeed while providing elite white-glove onboarding & support to creators looking for support in launching their businesses!

Pillar is "Shopify" for Content Creators, empowering creators, knowledge coaches, solopreneuers, talent managers, and more to make a living while doing what they love - running their own business fully online. We are a team of high-performers driven by the ultimate goal of making it extremely simple for creators to launch, run, and grow successful businesses. We work with the Internet's biggest Creators (ex: Ninja, MdMotivator, New England Patriots), helping them build truly remarkable businesses that let them spend more time building their communities.

Reach out if you if you absolutely LOVE to help others hit their goals, are excited at the thought of meeting, working with, and helping thousands of successful solopreneuers, and want to work with a tight-knit, hyper competent team - we'd love to work with you!

As the Creator/Customer Support Lead, you'll be at the heart of our mission, steering and nurturing our customer support operations. Your role is all about giving our creators top-notch, white-glove onboarding service. You'll also help us identify trends and patterns between our customers and their requests, keeping an eye on what creators are talking about and making sure our internal product team knows what's up. You'll also be the brains behind creating systems that make our Support team super scalable.

To excel at Pillar, you've got to really get the creator economy and understand the unique challenges our customers face. You also need to be a problem-solver who can make our customer experience better and more efficient as we keep growing. Come join us and help shape the future of the creator economy – it's going to be awesome!

• Creator Comms: You will be responding to inquires, updates, and requests from creators in a timely fashion
• Data Entry: You will diligently update records in a timely manner in our AirTable CRM
• Knowledge Base: You will help consolidate customer questions into FAQs and Blog Posts
• Creative: With the help of our design team, you will support creators in launching their digital products and courses on Pillar using & building from existing templates on platforms like Canva.
• You will get really good at using our product to help VIP creators optimize checkout copy on their products, and optimize their Pillar stores to hit their goals.
• Create and maintain customer support policies, processes, and guidelines to ensure consistent and high-quality service delivery.
• Act as the main point of contact for handling escalated customer inquiries or complaints, resolving issues promptly and satisfactorily.
• Collaborate with cross-functional teams (e.g., product management and engineering) to convey customer feedback and identify opportunities for improvement.
• Keep track of key customer support metrics, such as response times, resolution rates, customer satisfaction scores, and other performance indicators to spot patterns, recommend process enhancements, and drive customer-centric initiatives.
• Stay updated on industry trends, best practices, and emerging technologies within the creator economy to continuously enhance Pillar's customer support experience.

• Bachelors + experience in a customer-centric role in a customer support or customer service role, preferably at a startup or in the creator economy
• Proven experience in building operational processes/systems that scale
• Familiarity with and an interest in the creator economy, including familiarity with platforms, monetization strategies, and community building.
• Strong customer empathy, interpersonal, and communication skills, with the ability to articulate clear and concise responses.
• Top notch problem-solving and critical thinking abilities, with a focus on finding innovative solutions to customer issues.
• A sense for analytics with the ability to leverage customer support data to drive insights and improvements.
• Ability to adapt to a fast-paced, startup environment with evolving priorities.
• Strong passion for helping our customers succeed with a key interest in helping our creators achieve their goals. for customer success and a genuine interest in helping creators achieve their goals.