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!
PitchBook’s Director, APAC Customer Support leads a regional Customer Support team. This includes goal setting, strategy development, headcount planning, compensation planning, and more. Ultimately, this role is responsible for managing an effective regional Customer Support organization with an emphasis on efficiency and quality.
Primary Job Responsibilities:
Manage a team of Customer Support Managers in APAC to achieve global SLA goals and improve workflow efficiencies
Provide coaching and career development for team members as needed
Maintain a regular cadence of 1:1s with Customer Support Managers to recap performance, identify improvement opportunities, and support career development
Partner with the Global Director, Customer Support to develop the APAC regional support strategy within the Customer Support organization
Set hiring strategy for the APAC region of the Customer Support organization
Design new team member onboarding and trainings; collaborating with the People Development team as needed to update trainings
Work with Global Director, Customer Support to set the APAC regional schedule to ensure business hour coverage
Serve as a point of escalation for critical client questions and coordinate with direct reports to resolve all client issues
Work with the Director, Support Business Operations to assist with designing ongoing financial market and product trainings
Cross collaborate with other departments from Product to Data Operations to provide actionable feedback and help innovate our internal processes
Own large projects of strategic importance, assisting with product and process improvements
Conduct monthly regional meetings to update Customer Support Specialists on best practices, performance metrics, and continuing expectations
Support the vision and values of the company through role modeling and encouraging desired behaviors
Participate in various company initiatives and projects as requested
Skills and Qualifications:
Basic Qualifications
Bachelor’s degree, preferably in Business Administration or a 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 Singapore without the need for visa sponsorship now or in the future
Preferred Qualifications
Demonstrated success with workflow optimization in a real time, fast paced…