Program Manager, Support

About the role

We're looking for a highly curious and data driven Program Manager, Customer Experience to join our team and take on stewardship of some of our key business data points and associated processes.

Firstbase.io is seeking a Program Manager to join our Business Operations team. This is an amazing opportunity to manage high impact projects on a multi-discipline team across multiple sites and cultures. You would be responsible for a department-wide project management system with the objectives of providing insight into the current and projected performance of Customer Experience projects, taking ownership of the project management system, and supporting business owners in department objectives.

What's Firstbase.io?

Firstbase, a YC-backed company, is building an all-in-one Company OS to help define how founders across the globe launch, manage and grow their businesses.

More than ten thousand founders from over 170 countries have used our incorporation product, Firstbase Start, to launch their startup. For many founders, "firstbase.io" has become what they type into their address bars when they think about incorporating a business.

We are backed by Y Combinator & our team, investors, and advisors include people from Apple, Gusto, Carta, Wise, Plaid, and many other great companies.

Why you should join

Our team is dedicated to building products & solving some of the startups' hardest problems, with particular focus on:

• Democratizing access to financial infrastructure
• Automating tasks every founder faces when running a business
• Making tools and resources more accessible to everyone, everywhere
• Building integrated solutions for founders and removing friction
• Delivering opportunity to traditionally overlooked founders and companies
• Democratizing access to knowledge

Join us on a mission to increase the number of growing companies.

Who are we looking for

We are looking for risk-takers with diverse experience able to provide fearless feedback.

You will have the following responsibilities

• NPS program: Design, deploy and optimize surveys across user touchpoints to measure NPS and understand key drivers; deliver actionable recommendations to business owners, work with Product, Marketing and Technology teams to implement improvements (“close the loop”)

• Ad-hoc survey research: Support business owners with survey research to answer key business questions, create surveys for deployment across channels, synthesize and report findings and recommendations

• Usability testing: Design, deploy and optimize online focus groups to support website feature development and UX optimization projects, analyze and report findings and provide recommendations

• Customer feedback consolidation: Work with Support team to consolidate and evaluate customer feedback from multiple channels and touchpoints, identify highest priority opportunities and work cross functionally to implement and/or test improvements

• User journey optimization: Manage and/or support initiatives to improve key points in the customer journey e.g. product discoverability, product fulfillment, refund requests

• Work closely with CX & Data team members to understand customer feedback in context of behavioral data (what customers say versus what they do) and broader business environment

• Leverage customer feedback to mine and identify demographic and psychographic attributes that help inform UX and marketing decisions

Minimum requirements

• 5-7 years experience working in a customer facing role working in SaaS/startups 

• Working understanding of SaaS product platforms and the types of products commonly employed by startups

• Proven ability to build and manage relationships and demonstrate the value of a developing tech stack with SMB customers 

• Experience working with customer success platforms such as Zendesk

• Tact and poise under pressure, and a high tolerance for ambiguity 

• Growth mindset, proactive, and action-oriented 

• Team player who is adept at working cross functionally with internal and external stakeholders 

• Self-starter who is comfortable with ambiguity

Some perks you will enjoy

• Competitive salary & amazing equity package

We lean on some of the best market data to ensure that we offer the most competitive compensation.

• Hybrid work environment

We work both remotely & from our offices in New York City in São Paulo – optimizing for collaboration while providing flexibility to team members.

• PTO + birthday off

We offer flexibility to allow people to relax and recharge whenever they need it.

• Build your ideal work setup

We understand that how you work is extremely important, so we provide a stipend to set yourself up for success here at Firstbase.

• Health benefits

Firstbase offers health insurance reimbursements to both US and international team members.

• Learning & development

We provide a stipend together with resources to help people grow and develop in their careers

If you think you’re unqualified or don’t meet all the requirements for this role, we encourage you to still apply. We celebrate diverse candidates, adjacent experiences, and simply put, good people who want to build great things. If that’s you, then we’d love to meet.