Customer Support Specialist

About PitchBook

PitchBook, a Morningstar company, is committed to continuous innovation and investment in its people to foster an environment where everyone can excel. Our company culture is collaborative and energetic, supported by extensive learning programs and mentorships that encourage curiosity and continuous improvement. We embrace challenges and are open to taking risks to achieve excellence.

Role Overview

As part of the Account Management & Customer Success team, you will be adaptable, growth-oriented, and passionate about driving customer success. You will engage with customers through various communication channels, providing frontline support and troubleshooting issues. This role requires building strong relationships with team members, clients, and partners while maintaining a positive and inquisitive mindset.

Key Responsibilities

• Handle customer inquiries via chat, phone, and email promptly and effectively.
• Meet quarterly goals related to contact volume and service quality.
• Communicate clearly through verbal and written means to resolve customer concerns.
• Collaborate with support colleagues to solve customer challenges.
• Document interaction details thoroughly in Salesforce to facilitate research and drive product improvements.
• Coordinate with global teams to ensure support coverage during business hours.
• Model and promote company values and participate in various initiatives as needed.

Candidate Qualifications

• Bachelor’s degree is preferred.
• At least one year of experience in customer service roles.
• A customer-first mindset with enthusiasm for engaging customers.
• Ability to keep pace with industry and organizational changes, especially in financial services.
• Experience with Salesforce or similar CRM tools is advantageous.
• Strong attention to detail with excellent verbal and written communication skills.
• Interest in financial markets, particularly private equity and venture capital.
• Ability to work with urgency and deliver results efficiently.
• Effective prioritization skills to manage high call volumes alongside project duties.
• Adaptability to corporate cultures and organizational procedures.
• Comfort engaging with diverse customer profiles.
• Team-oriented with openness to experimenting with new approaches.
• Proficient in Microsoft Office applications, particularly Outlook, Word, and Excel; quick to learn new software.
• Must have legal authorization to work in Singapore without visa sponsorship now or in the future.

Employee Benefits

• Comprehensive private medical insurance and wellness incentives.
• Private life insurance coverage.
• Parental leave and education subsidies.
• Robust training programs covering industry knowledge and soft skills.
• Generous allocation of vacation, sick, and volunteer days.
• Access to employee resource groups and participation in company-wide and quarterly team building events.
• Employee referral bonus program.
• Contribution to retirement through CPF and shared ownership employee stock program.
• Note that benefits may be subject to plan details and may change during employment.

Work Environment

PitchBook strongly values in-person collaboration, fostering creativity and engagement through regular office presence. This position requires working from the office five days a week in a standard office setting with regular PC and phone use. Occasional limited travel to remote offices or meetings may be required.

Additional Information

Applicants are encouraged to apply even if they do not meet every qualification listed, as they might fit this or other roles at PitchBook.