Chase ยท 3 weeks ago
Head of Cap Table Support - Customer Success - VP
501 Union St Suite 300b, Nashville, TN, 37219, US
Full-time
Onsite
Senior LevelChase is a global leader in equity compensation management, offering a premier cloud-based platform for administering equity plans. As the Head of Private Support (VP), you will lead the support desk for private company clients, ensuring exceptional customer care and driving process improvements.
BankingFinancial Services
Responsibilities
Oversee all support activities for the free customer base, ensuring timely, accurate, and professional responses to client queries
Continuously seek out efficiencies in support processes, leveraging technology and best practices to improve response times and service quality
Proactively identify high-value customers within the free base, engage with decision-makers, and drive initiatives to upgrade clients to paid solutions where appropriate
Manage and allocate support resources across the team, ensuring consistently high standards in customer care
Act as the primary escalation point for complex or high-priority support queries, ensuring swift and effective resolution
Develop and maintain strong relationships with free-tier customers, acting as their advocate for day-to-day and escalated issues
Collaborate with product and engineering teams to optimize client handling, provide feedback on client needs, and contribute to continuous improvement of support tools and processes
Ensure customer satisfaction through proactive communication, issue resolution, and performance measurement
Stay informed about industry trends and developments to enhance support strategies and provide valuable insights to clients and the organization
Lead training and enablement initiatives for the entire customer base, designing and implementing scalable engagement strategies for free customers
Identify and refer cross-line-of-business opportunities, connecting customers to relevant JPMorgan services across the bank
Demonstrate the ability to be hands-on and detail-oriented in daily operations, while also communicating effectively with senior stakeholders
Qualification
Required
Experience with cap table management, the venture ecosystem, or share plans
Experience managing a support function, including team leadership and resource allocation
Proactive approach with a commitment to serving as a trusted advisor to customers
Exceptional personal, listening, written, and verbal communication skills
Demonstrated success in building and nurturing client relationships at multiple levels
Ability to lead, motivate, and develop creative solutions to complex problems while managing multiple initiatives and priorities
Strong understanding of customer requirements and ability to identify and drive up-sell and cross-sell opportunities
Track record of delivering operational efficiencies and process improvements
Ability to act as an escalation point and resolve complex customer issues with professionalism and urgency
Experience collaborating with product, engineering, and cross-functional teams to optimize client handling and support processes
Preferred
Bachelor's degree in economics, business, or a related field
Experience with cap table or equity plan management is a plus
Experience with cloud-based software platforms
Project management experience with excellent organizational skills
Success-oriented mindset with a focus on customer satisfaction and continuous improvement
Superior critical thinking, decision-making, and problem-solving skills
Experience designing and implementing scalable customer engagement or enablement programs
Familiarity with financial services or technology-driven environments
Company
Chase
Chase provides broad range of financial services. It is a sub-organization of JP Morgan Chase.
Founded in 2000
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Mike McDonnell
Managing Director, Head of Chase Travel Platform Product
Nicole Sanchez
Managing Director, Consumer Bank, GM and Product Executive, Growth Financial Products
Recent News
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