Product Support Specialist

🚂 About Pulley

Pulley's mission is to make it easier for anyone to start a company. We believe that more startups should exist and that founder-led companies are more successful in the long term. With Pulley’s cap table management tools, companies can better understand and optimize their equity for the long term. Starting a company is hard enough. Managing equity shouldn’t be.

As AI reshapes how companies operate, we’re exploring what equity management looks like in an AI-native world. We believe there's an opportunity to redefine how early-stage leaders build and manage their companies. It’s a brand-new, unsolved challenge—and we're building a solution that leverages our strengths to meet it.

Our trajectory is fueled by top investors like Founders’ Fund, Stripe, General Catalyst, Caffeinated Capital, 8vc, Elad Gil, among other great angels. Pulley is growing quickly with over 4,000 customers including startups like Linear, Runway, Fathom, and Roam, and we’re growing the team to meet the demand.

🌟 About the role

We’re looking for a Product Support Specialist who thrives at solving complex problems and improving how customers find success in Pulley. 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.

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.

🛠 What you’ll do

• 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

🙌 What you bring

• 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

✨ Why work at Pulley?

• We’ve moved beyond early-stage uncertainty - Our product has traction and we’re building on a solid foundation, but we’re still early enough in our journey where your work will directly shape the company’s trajectory as we scale.
• Make it easier for anyone to start a company - Founders turn bold ideas into reality - building things that might not exist otherwise. Starting a company is hard enough. Managing equity shouldn’t be. Pulley exists to make equity management simpler, smarter, and more accessible for founders from day one.
• Work with a high-performing and passionate team - We value the concept of stunning colleagues and we’re thoughtful about creating a team that is excited about building a great company together. Here are our operating principles:

• Principles over playbooks - Understand why strategies succeed or fail by asking questions. When you know the ‘why’, you can adapt, innovate, and find new paths to success.
• Momentum over speed - Find the best path to deliver value. Build momentum to balance the short term wins vs longer term success.
• Good taste over data - Take bold bets and trust your instincts to find the unlikely bet.
• Ideas over egos - Let the best idea win, no matter where it comes from. Cultivate an environment where everyone feels empowered to speak up.
• Gladiator over spectator - Execute; don’t just critique or ideate. You’re the one putting in the work, sweating the details, and driving for results.
• Conviction over consensus - Have the courage to back your ideas strongly, even when they defy the status quo. Disagree and commit.
• Proactive over passive - Drive your own clarity and pull for context. Ask questions, dig deeper, and grasp the full picture.

💚 Benefits

• Competitive salary and meaningful equity
• Medical, Dental, and Vision insurance
• Unlimited PTO + winter holiday break
• Generous stipends for WFH, learning, wellness, and AI tools
• Parental leave
• 401(k) match (US) / Pension match (Canada)