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At PitchBook, 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 Customer Support team provides direct customer support via phone, email, and chat to existing PitchBook clients. As a Quality Assurance Analyst, Customer Support your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility to help develop and maintain a complete Quality Assurance program that ensures our customers are getting the best experience every time. Primary Job Responsibilities: Establish and refine internal standards for support quality assurance Review a selection of support team members' interactions across various channels (calls, emails, chats, etc.) Evaluate support engagements against predetermined quality benchmarks Provide team members with constructive feedback and guidance during regular meetings Engage in dialogue with team members to elaborate on and clarify feedback Analyze customer service metrics (e.g., CSAT) and their correlation with support team performance Devise strategies to enhance support KPIs Assist in enhancing team member performance through targeted guidance and ongoing support Identify training and onboarding needs and work with the team to spearhead relevant initiatives Monitor customer service performance at both individual team member and team levels Generate comprehensive reports reflecting support performance Communicate support team performance findings to upper management Participate in calibration sessions to ensure consistency in internal evaluations 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: Bachelor's degree 1 year of experience in a customer service role Demonstrated proficiency in analytical abilities Practical experience in quality assurance procedures Strong interpersonal skills, including adeptness in delivering constructive feedback Effective organizational skills and familiarity with goal-setting methodologies Evidence of skill in data visualization and understanding of support metrics Understanding of fundamental business metrics and their relationship with support operations Problem-solving acumen to devise impactful strategies for enhancing support quality Excellent ve