Customer Operations Manager at Pico

| Greater NYC Area
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Pico is looking for a Customer Operations Manager to join our fast-growing, mission-driven team. We believe that a strong democracy requires a robust Fourth Estate. That's why we're committed to building a sustainable revenue model for news media in the age of Facebook and Google. You will be speaking with users directly, analyzing data, and working closely with the founders and Product team to further improve the experience around every pillar of the customer journey: (1) discovering Pico for the first time, (2) setting up an account, and (3) growing a business using Pico's tools and services.

This role is perfect for someone who is interested in a wide variety of tasks. Some days, your role will lean heavily on written communication, from being at the front line of technical support to writing help documentation and email drip campaigns. Some days, your schedule may be filled with calls, as you onboard new customers to the platform. Other days, you may be focused on logistics, like managing community events for customers and partners or coordinating the migration of a customer's account from another platform to Pico.

Your Qualities:
  • You have a growth mindset and are constantly improving at all the duties you take on
  • You think of critical feedback as a mechanism to help you improve
  • Deeply interested in early stage startups and how they grow
  • An empathetic listener who tends to advocate for others
  • An excellent writer
  • Quick to learn the ins and outs of software products (you're often the go-to technology troubleshooter in your family or circle of friends)
  • An avid do-er: when you commit to something, you accomplish it
  • Curious to experiment and OK with failures that may result
  • You thrive in environments that have deeply vague and undefined problems
Responsibilities:
  • Give Pico customers best-in-class support by responding promptly to questions, working with the Product team to prioritize fixes, and occasionally resolving issues on your own
  • Onboard new customers to Pico with VIP treatment
  • Coordinate engineering resources and external parties to migrate new customers who are coming to Pico from a different payments platform
  • Grow the community around Pico and The Byline by managing a discussion forum and engaging with individuals on social media
  • Communicate regularly with customers to learn what they like about Pico and what they need from us to become more successful
  • Share learnings from Pico's most successful customers with our other customers
  • Help define Pico’s ideal customer profile and build lists of prospects (you’ll have help)
  • Write copy for email sequences based on a sales lead’s status on Pico
  • Participate in sales calls when appropriate
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Technology we use

  • Engineering
    • JavascriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Maria DBDatabases
    • RedisDatabases
    • ElasticDatabases

Location

Pico occupies a corner office in the Dumbo WeWork with a panoramic view. We're right by the A/C and F subway lines and a short walk to Time Out NY.

An Insider's view of Pico

How do you collaborate with other teams in the company?

Ideas bounce around quickly in our Brooklyn office, but since a couple of our team members are in Denver, we also use video calling and screen sharing tools a lot. Pair programming and group brainstorming have been key to our success so far.

Michelle

Software Engineer II

What makes someone successful on your team?

Communicating early and often. Our product is still evolving rapidly, so whether we're building a new feature or investigating an issue, it's essential that we all have the latest context.

Rachel

Senior Software Engineer

How do you make yourself accessible to the rest of the team?

The benefit of still being a small team is that it feels very much like a family here. We're all friends with each other outside of work, and I make sure everyone always has the opportunity to speak their mind.

Nick

Co-founder & CEO

What are Pico Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Despite being a small team, we're proud to have diversity in gender, ethnicity, and sexual orientation across management and staff.
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Semi-annually.
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Professional Development Benefits
Promote from within
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