Customer Operations Associate (Remote)

What is Pathrise?

Pathrise (YC W18) connects job seekers across North America to world class industry mentorship and career coaching to help them land a new career. The program is free upfront and our customers pay us back when they’re hired.

Built around aligned incentives, we help build equity in the job search process by providing 1-on-1 mentorship, training, and a platform to uplift job seekers and ultimately, help them fulfill their hopes, ambitions, and livelihoods. We’ve already helped more than a thousand fellows land meaningful jobs, and helped them earn over $100M in salary.

In 2022 we raised our Series B and there is even more exciting growth on the horizon. That year we expanded from 6 to 14 industries, launched a tiered pricing system with differentiated product offerings, and much more.

Our Mission 🚀

Our mission is to help people everywhere build their careers by being the world’s best career agency.

We believe the job search system is broken and can be fixed with a business model that acts on behalf of the job seeker, instead of on behalf of employers, recruiters, or schools. If this sounds interesting to you, we look forward to hearing from you!

Read more about our mission in our manifesto (pathrise.com/manifesto)

The Role

In addition to fostering career growth for individuals, Pathrise has 96% placement rate and tracks in various industries. With over 2,000 fellows placed everywhere from Facebook to Google, Microsoft, Amazon, Uber and startups, our scope and team are growing rapidly!

As Customer Ops Associate at Pathrise, you’ll be part of a small but growing team that supports our fellows directly and via support of our Career and Admissions Teams. On the front lines with our fellows, you’ll provide prompt, empathetic, and thorough support via email – and on Google Meet when necessary – ensuring our fellows have support and clarity in navigating the program.

Responsibilities

• Setting up payment schedules and managing the withdrawal fee payment collection process
• Answering questions from fellows and alumni about the payment process
• Leading group graduation sessions with fellows when they are placed
• Providing support for complex or escalated fellows situation via Google Meet
• Answering questions from fellows and alumni about placements and withdrawals
• Coordinating administrative processes such as sending and tracking contract addendums for fellows (e.g. program breaks, contract extensions, etc.)
• Conducting Stripe/Blackthorn audits to ID fellows who have satisfied their contractual agreements
• Evaluating and resolving requests from placed fellows for discounted payments
• Providing support for Career and Admissions Teams via Slack
• Using our JIRA ticketing system to address and manage requests from fellows, alumni, and internal teams
• Processing withdrawal requests; coordinating with fellows and mentors to determine fair withdrawal fees that optimize financial return while maximizing customer satisfaction
• Meeting or exceeding our First Response Time SLA of <12 hrs for New & Open messages and <48 hrs for In Progress messages

Required Qualifications

• Excellent written communication skills
• Ability to connect the dots with disparate pieces of information
• Experience or familiarity with Google Suite & Slack
• Excellent interpersonal skills, with the ability to collaborate cross-functionally with different teams within the organization and work effectively with a diverse range of individuals
• Background in Customer Experience or Customer Support
• Ability to work independently and take initiative to identify and address areas for improvement with daily workflows

Preferred Qualifications

• Familiarity with JIRA Service Management, Airtable, Salesforce, Notion, Zapier, Loom, and Asana
• Experience working in the tech industry or with tech professionals
• Passion for helping individuals grow in their careers and a commitment to our mission of helping job seekers land their dream job
• Experience working in an early-stage startup

Benefits

• 💰$50,000 - 56,000/year base (contingent on experience)
• ❤️🩹$200 annual Professional Development & Wellness Stipends
• 🧑💻50% computer reimbursement and $300 reimbursement cap for WFH office equipment
• ✈️Fully remote with company sponsored trips to yearly company events (Lake Tahoe in 2021, Denver in 2022, Dallas for 2023!)
• ⚕️Medical, Dental & Vision benefits
• 🌴Flexible Unlimited Time (FlexTime) Off Policy

Our culture

👋 We are a tight-knit community that champions for our staff to bring their authentic true selves to work and aim to provide a fun and collaborative work environment for everyone. Although we are remote we have many virtual and company sponsored in-person events. We also value diversity - our Program Ops team is growing and headed by female leadership, and exemplifies what Pathrise stands for externally as well as internally. Read more about how we aim to create a diverse and inclusive environment: What DE&I means to Pathrise ❤️🧡💛🖤🤎

Although this is a salaried position and we have flexible hours that don't require team members to adhere to Pacific Time, with this being a customer facing role, working daytime business hours appropriate for your time zone is required.

Our interview process

- Phone chat with a recruiter

- Written assignment on communication + customer service problem solving

- Final Round - mixture of behavioral + situational interviews

This role is remote within the US only, and is not currently available to applicants located outside of the US. US work authorization is required.

Pathrise is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Pathrise does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Pathrise also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Pathrise will also consider for employment qualified applicants with arrest and conviction records.