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.
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
Using our JIRA ticketing system to address and manage requests from fellows, alumni, and internal teams
Meeting or exceeding our First Response Time SLA of <12 hrs for New & Open messages and <48 hrs for In Progress messages
Processing withdrawal requests; coordinating with fellows and mentors to determine fair withdrawal fees that optimize financial return while maximizing customer satisfaction
Setting up payment schedules and managing the withdrawal fee payment collection process
Evaluating and resolving requests from placed fellows for discounted payments
Answering questions from fellows and alumni about the payment process
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.)
Providing support for complex or escalated fellows situation via Google Meet
Leading group graduation sessions with fellows when they are placed
Providing support for Career and Admissions Teams via Slack
Conducting Stripe/Blackthorn audits to ID fellows who have satisfied their contractual agreements
Required Qualifications
Experience or familiarity with Google Suite & Slack
Excellent written communication skills
Background in Customer Experience or Customer Support
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
Ability to work independently and take initiative to identify and address areas for improvement with daily workflows
Ability to connect the dots with disparate pieces of information
Preferred Qualifications
Experience working in an early-stage startup
Experience working in the tech industry or with tech professionals
Familiarity with JIRA Service Management, Airtable, Salesforce, Notion, Zapier, Loom, and Asana
Passion for helping individuals grow in their careers and a commitment to our mission of helping job seekers land their dream job
Benefits
💰$50,000 – 56,000/year base (contingent on experience)
✈️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
❤️🩹$200 annual Professional Development & Wellness Stipends
🧑💻50% computer reimbursement and $300 reimbursement cap for WFH office equipment
$50,000 – $56,000 a year
Range: min $50,000 – max $56,000 per year contingent on experience & qualifications.