At a Glance
- Tasks: Lead and inspire the EMEA Customer Support team to drive change and enhance customer success.
- Company: Join PitchBook, a dynamic company that values collaboration and innovation.
- Benefits: Enjoy private medical insurance, paid sabbaticals, and generous annual leave.
- Other info: Work in a vibrant office culture that fosters creativity and teamwork.
- Why this job: Make a real impact in a fast-paced environment while growing your career.
- Qualifications: 5+ years in management, strong communication skills, and a passion for customer engagement.
The predicted salary is between 90000 - 110000 £ per year.
At PitchBook, a Morningstar company, we are always looking forward. We continue to 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 us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there’s going to be some ambiguity along the way, but we excel when we challenge ourselves. We’re willing to take risks, fail fast, and do 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, PitchBook is the place for you.
About the Role: As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!
Basic Qualifications:
- Bachelor’s degree, preferably in Business Administration or related field
- 5+ years of professional management or team lead experience, ideally in a Customer Support or Operations environment
- Must be authorized to work in UK without the need for visa sponsorship now or in the future
Preferred Qualifications:
- Demonstrated success with workflow optimization in a real time, fast paced environment
- Proficient with Salesforce or similar CRM preferred
- 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
- Terrific prioritization skills to high call volume in parallel with project work
- Comfortable to engage with a diverse array of customers
- Team player with the desire to try new ideas in order to achieve greater levels of success
- Knowledge of the Microsoft Office suite including Outlook and Word
Benefits at PitchBook:
- Physical Health: Private medical insurance, Dental scheme, Additional medical wellness incentives, Life cover
- Emotional Health: Paid sabbatical program after four years, Paid parental leave, Education subsidies, Robust training programs on industry and soft skills, Minimum 25 days annual leave and volunteer days
- Social Health: Employee resource groups, Company-wide events, Employee referral bonus program, Quarterly team building events
- Financial Health: 10% Pension contribution, Income protection, Shared ownership employee stock program, Transportation stipend
*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.
Working Conditions:
At the heart of our company is a belief in the power of in-person collaboration. Being together in the office fuels our creativity, strengthens our connections, and drives the innovation that sets us apart. Our culture is built on spontaneous moments—those hallway conversations, whiteboard brainstorms, and shared celebrations in each of our global offices—that simply can’t be replicated remotely. This role is expected to be in the office 5 days a week. The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an ongoing basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.
We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.
Director, EMEA Customer Support employer: PitchBook Data
As a Sr. Customer Experience Specialist, you'll join a dynamic team that values collaboration and innovation in a fast-paced environment. Our commitment to employee well-being is reflected in our comprehensive benefits package, including private medical insurance, paid sabbaticals, and education subsidies, fostering both personal and professional growth. Located in the UK, we offer a unique opportunity to elevate customer experiences through impactful events and thoughtful gifting strategies, making your role both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Director, EMEA Customer Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PitchBook Data. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PitchBook Data before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, EMEA Customer Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PitchBook Data:Your cover letter is your chance to shine! Tell us why you want to work at PitchBook Data specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PitchBook Data!
How to prepare for a job interview at PitchBook Data
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
