Executive Assistant in London

Department: Customer Success

Employment Type: Part Time

Location: Glasgow

Reporting To: The top guy

Compensation: £20.55 - £20.77 / hour

Hi I’m Edd, and I’m Head of Customer Success at Pinpoint. We’re a UK-based high-growth, bootstrapped HR-tech start-up, building and selling software that helps in-house recruitment teams attract, hire, and retain the best talent. We’re a CS team of 5, and our time is currently a split of onboarding new clients, helping our existing clients succeed with our platform, and providing front line technical support.

This year, we’re going to triple our customer base, and a good portion of those customers are likely to be based in North America. That’s where you come in. We’re looking for a Customer Success Specialist, working remotely on the US West Coast, or able to work West Coast business hours, who’ll look after a roster of our North American clients and support them in all their endeavours with our platform.

What you’ll be doing:

• In the early stages you’ll be involved in all areas of Customer Success including both implementation and support. As time progresses, and the team grows, you might find that you naturally excel in one particular area and your role could become more specialized.
• A main focus of the role is to respond promptly to support requests, helping customers resolve any issues in a friendly, helpful fashion, and educating customers to help them prevent potential future issues. So, in addition to supporting new companies getting set up, you’ll join our support rota.
• You’ll proactively reach out to customers to drive increased engagement and offer insights and guidance. You’ll also work on our help resources—writing guides, producing documentation, and creating walkthrough videos to help our customers help themselves.

To do well in this role you’ll need to:

• Love supporting people. Genuinely. Our platform is widely celebrated for the quality and speed of the support we offer, and you’ll want to do everything you can to maintain that reputation. Don’t have the answer to a question in hand? You’ll go looking for it. A client wishes our product did X? You’ll write the idea up to our product team to include in a future release. Staff aren’t adopting a feature well? You’ll schedule a training session.
• Be a strong, positive advocate for our platform. Some of our clients are great with change and governance, others less so, so you’ll need to guide them not only through getting the platform set up, but encourage and support them in gaining wider adoption of Pinpoint among their organisation.
• Have strong project management skills. Our client businesses come in all shapes, sizes and levels of experience, so you’ll need to know how to adapt our processes to tailor them to the specific needs of each client.
• Be good at learning new things, in depth, fast. You’ll be able to do your own research on a topic, then clearly articulate your findings both internally, and to our audience.
• Have a good understanding about the technical side of SaaS. The CS team are the link between our customers and our developers, so you’ll need to know how to convey technical ideas to our often non-technical clients, and vice versa. Some previous experience with coding or having worked for other SaaS platforms would put you at an advantage.
• Have above average computer literacy. We’ll train you on the specific platforms we use (G-Suite, Intercom, Notion, Hubspot among others) but you’ll need to pick them up quickly.
• Be incredibly organized. Our team will be on hand to help you a lot of the time, but we’re split across multiple timezones and continents, so there will be times during the day when you’ll be running solo. You’ll be someone who thrives in that circumstance, who can stay on track and deliver on things you have promised.
• Have great written and verbal communication skills. You’ll need to quickly answer support queries with friendly but precise written guidance. We have clients ranging from small startups to large corporations, so you’ll need to be good at refining the tone of the conversation for your audience. We care deeply about the language we use with our clients and you’ll need to be able to follow our style precisely.

In an ideal world we want to hire someone with meaningful experience in at least one of the following. But a proven track record of being a fast learner and delivering great results beats specific experience every time in our eyes.

• Have previous experience working with clients in the B2B SaaS space.
• Have previous experience working in a HR team or in recruitment.
• Have knowledge of website and app development language, though it doesn’t have to be at code level. If you can coherently tell me what an API is in your own words, you’re on the right track.

Above all else though, my advice for anyone looking to work at Pinpoint is very simple; you need to want to be here. It won’t be enough to show up to interview and be capable. We’re a startup, and we’re bootstrapped, which means we can’t always throw money at our challenges to get past them, so there will be times where we all just have to take a deep breath and dig deep to get the job done. We’re looking for exceptionally talented people with the appetite for that challenge. So, do your homework. Look at our website, our insights, our product demos. Get to understand what we’re about, and come to interview with that insight ready to tell us how you could play a part in that success.

Benefits

We care deeply about making Pinpoint an incredible place to work and invest a significant amount of time and energy into creating and maintaining a company culture that provides our team with a generous level of support whilst inspiring them to do their best work. The specific benefits / perks we offer are continually evolving, but currently include:

• Full healthcare coverage for you and your family
• Generous personal development budget
• Top of the line equipment (4K Monitors, MacBook Pro, etc.)
• Flexible, remote working (choose how and where you work, within reason)
• Competitive salary with regular pay reviews
• Generous option grants
• Regular trips to see the rest of the team during our twice-a-year company strategy retreats

Beyond the tangible benefits though:

• You will be part of a growing team, at a pinnacle moment of scale for the business, and you will have the opportunity to influence the product and the support experience we offer for years to come.
• You will work with a wonderful group of people, who’ll see you, and place great value on the contribution you make to the success of the business.
• You will work in a company that places great emphasis on both career and personal growth, with support to forge your own path during, and after, your time with the company.