Product Support Specialist, Pulley
$70-85k
+ Equity
Equity information platform for startups
Open for applications
Equity information platform for startups
21-100 employees
Open for applications
$70-85k
+ Equity
21-100 employees
Company mission
To make it easier for anyone to start a company.
Role
Who you are
- We’re looking for a Product Support Specialist who thrives at solving complex problems and improving how customers find success in Pulley
- You’ll thrive here if you’re curious, analytical, and energized by making high-leverage improvements to how we support our customers
- This is an ideal role for someone with product intuition, strong communication skills, and experience supporting products with financial or equity components, ready to help elevate the support function at a fast-growing startup
- Have 3+ years of experience in a customer-facing role - whether in customer support, account management, or a similar position - ideally in a B2B SaaS, fintech, or equity-related environment
- Feel confident handling equity, finance, or cap table-related support issues
- Are a natural problem solver—you’re analytical, methodical, and unafraid to dive into the details
- Can clearly and concisely explain technical concepts to non-technical audiences
- Are proactive and solution-oriented, not just responding to what’s asked, but anticipating what’s needed by the customer and internal teams alike
- Know how to work across functions—from reporting bugs to engineers to collaborating with CSMs on account needs
- Are passionate about delivering personalized, high-quality service that makes a lasting impression
- Bring a strong sense of ownership—you don’t wait for someone to tell you what to do, you look for ways to make things better
What the job involves
- This role blends technical depth with strong communication skills, helping customers get answers quickly while building scalable systems for the future
- You’ll be both a second-line problem solver and a driver of continuous improvement across our support processes, tools, and training
- Diagnose and resolve advanced product issues by using Pulley’s technical resources, advanced diagnostic techniques, and SME collaboration
- Serve as a subject matter expert across Pulley’s advanced features, integrations, and industry specific workflows workflows
- Conduct training sessions and webinars for both customers and teammates
- Identify root causes of customer pain points and partner with Product, Engineering, and Design on long-term fixes
- Lead initiatives to improve support processes, reduce recurring issues, and strengthen problem-solving frameworks
- Create clear and precise communications, including customer-facing Help Center content and internal templates
- Analyze support trends to recommend and lead initiatives that improve quality, reduce incoming volume, and enhance tooling
- Stay ahead of product releases and industry trends to ensure support readiness and proactive communication
- Build trusted relationships with high-value customers by providing tailored support and anticipating their needs
- Turn customer feedback into actionable insights that inform product improvements and team processes
- Work with Product and Engineering teams to hone in on the needs of founders to help shape the future of Pulley’s product offerings
Our take
Due to startups raising funding in multiple stages, calculating the ownership breakdown as the business evolves can be difficult. Pulley hopes to make that process less opaque with cap-table management and scenario-modelling tools that provide founders with employee and investor equity information.
The platform enables startups to model dilution in future rounds, helps employees understand the value of their equity as the company grows, and makes maintaining equity plans faster and easier.
Based on the costs to manage cap tables and the potential opportunity lost due to companies staying private for longer periods, the market Pulley operates in is worth up to $10 billion. Competition comes from Carta and Morgan Stanley's Shareworks.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Jul 2022
$40m
SERIES B
Oct 2020
$10m
SERIES A
Total funding: $50.2m
Company benefits
- Generous health insurance
- Unlimited vacations
- Commuting & food
Company HQ
Old Mountain View, Mountain View, CA
Leadership
Yin Wu
(Founder)Computer Science BS from Stanford. Former software engineer at Microsoft and founder of several computer technology start-ups.
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