Customer Operations Support Specialist - Boston/ NYC

Who Are We?

Postman is the world’s leading API platform, used by more than 30 million developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster. 

The company is headquartered in San Francisco and has an office in Bangalore, where it was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on Twitter via @getpostman.

P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman.

The Opportunity:

Postman is looking for a Customer Operations Support Specialist to join our team and deliver excellent service for a leading global SaaS company with millions of users. Our ideal candidate would be passionate about helping customers, love putting yourself in your customer’s shoes, enjoy resolving problems, identifying root causes of issues, and thrive in a team environment. 

What You’ll Do:

• Manage a queue of 50+ support tickets per week
• Take ownership of customer reported issues and seeing problems through to resolution
• Work across support platforms like Zendesk, Salesforce and JIRA within defined SLAs
• Pre-sales support in triaging of sales leads, security, legal inquiries to different internal teams
• Handle payments, refunds, credits and other sensitive customer requests 
• Work with sales, renewals, engineering and customer teams to ensure speedy resolution
• Raise product bugs, feature requests to relevant teams
• Prioritize issues based on severity and customer impact
• Participate in our 24/5 global coverage plan

Important Note:

Please ensure to include a cover letter along with your application to give a detailed view of your accomplishments, support experience and what you'll bring to the table if you are hired.

About You:

• 2-3 years of experience doing customer support for a modern / SaaS product
• Understanding of subscription billing in SaaS business
• Very comfortable with technical concepts and great analytical skills
• Familiarity with support platforms like Zendesk, Jira, Salesforce and Confluence
• Excellent customer-facing skills (internal and external customers)
• Able to work asynchronously with a globally-distributed team
• Excellent written and verbal communication skills

Nice to Have:

• Ability to write basic SQL queries for achieving workarounds or better solutions
• Familiarity with pricing & licensing and basic accounting skills

Our Values:

At Postman, we create with the same curiosity that we see in our users. We value transparency & honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.

What Else?

This is a hybrid (Mondays, Wednesdays, Fridays in office) role based in Boston or New York City & the reasonably estimated salary for this role ranges from $63,7500 to $86,250 plus a competitive equity package. Postman has an informal and fun working team environment. We believe in a hybrid workplace that improves our shared knowledge, creates space for innovation, enhances team collaboration, and further strengthens our core values and culture. We offer a competitive salary and equity package, medical, dental, vision, and cool perks, and our offices include complimentary stocked drinks, snacks, and ergonomic workspaces to keep you comfortable and healthy. Our employees enjoy unlimited PTO because we believe everyone should take the time off needed to refresh, relax, and reflect. Our wellness program offers fitness-related reimbursements, a meal stipend, home office set-up reimbursement, internet reimbursement, book reimbursements for professional development, and a training platform for continued learning and education for personal growth. Also, our donation-matching program can support causes you care about. We’re creating a long-term company, and we want you to be part of it. Join us and become a Postmanaut.

Equal Opportunity:

Postman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third-party agency or company that does not have a signed agreement with Postman.

Postman will consider for employment qualified applicants with arrest and conviction records where directed under applicable law, such as pursuant to the San Francisco Fair Chance Ordinance.