We are no longer accepting applications for this position.

JOBS

Customer Operations Manager

Brooklyn, NY
Denver, CO

Pico is looking for a Customer Operations Manager to join our fast-growing, mission-driven team. We believe that a strong democracy requires a robust Fourth Estate. That's why we're committed to building a sustainable revenue model for news media in the age of Facebook and Google. You will be speaking with users directly, analyzing data, and working closely with the founders and Product team to further improve the experience around every pillar of the customer journey: (1) discovering Pico for the first time, (2) setting up an account, and (3) growing a business using Pico's tools and services.

This role is perfect for someone who is interested in a wide variety of tasks. Some days, your role will lean heavily on written communication, from being at the front line of technical support to writing help documentation and email drip campaigns. Some days, your schedule may be filled with calls, as you onboard new customers to the platform. Other days, you may be focused on logistics, like managing community events for customers and partners or coordinating the migration of a customer's account from another platform to Pico.

Your Qualities:

  • You have a growth mindset and are constantly improving at all the duties you take on
  • You think of critical feedback as a mechanism to help you improve
  • Deeply interested in early stage startups and how they grow
  • An empathetic listener who tends to advocate for others
  • An excellent writer
  • Quick to learn the ins and outs of software products (you're often the go-to technology troubleshooter in your family or circle of friends)
  • An avid do-er: when you commit to something, you accomplish it
  • Curious to experiment and OK with failures that may result
  • You thrive in environments that have deeply vague and undefined problems

Responsibilities:

  • Give Pico customers best-in-class support by responding promptly to questions, working with the Product team to prioritize fixes, and occasionally resolving issues on your own
  • Onboard new customers to Pico with VIP treatment
  • Coordinate engineering resources and external parties to migrate new customers who are coming to Pico from a different payments platform
  • Grow the community around Pico and The Byline by managing a discussion forum and engaging with individuals on social media
  • Communicate regularly with customers to learn what they like about Pico and what they need from us to become more successful
  • Share learnings from Pico's most successful customers with our other customers
  • Help define Pico’s ideal customer profile and build lists of prospects (you’ll have help)
  • Write copy for email sequences based on a sales lead’s status on Pico
  • Participate in sales calls when appropriate

Why you should join us:

It's a rare opportunity to work on something you love, to have the power to improve the world around you, and to get rewarded for doing it. If protecting the press and elevating the standards of public discourse sound like interesting challenges to you, and if you’re in search of a startup that has de-risked upside and strong validation among the investor community, then working at Pico is that rare opportunity.


As an early employee, you have the chance to not just build an amazing platform, but to also help cultivate a company culture that reflects the type of community of which you want to be a part. Trust, mutual respect, and passion already run deep in our young company's DNA. Jason and Nick became friends in elementary school and started Pico several years after graduating from Stanford together. You'll fit right in if, like us, you're curious about the world, anxious to fix what's broken around you, and thoughtful about how you do it.


We believe coming up with the best solutions requires not only intelligence and empathy, but also the patience to explore, experiment, and even get things wrong every now and then. We also believe product experiences are better when they're designed and engineered by a team of people with diverse backgrounds. We encourage applications from people of all stripes, regardless of your gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or whether or not you have a disability.


There's a lot of exciting work to be done to fulfill the vision and potential of Pico. Join our journey, and let's get there together.

We are no longer accepting applications for this position.

To apply for this role, please email your resume to [email protected].

Want to apply?

Please email your resume to [email protected] along with your answer (preferably in a Google Doc) to the following prompt:

In the show Unbreakable Kimmy Schmidt, Kimmy grows up and spends her young adulthood in a bunker underground where she is held prisoner. After being rescued from the bunker, she’s invited to a talk show in New York City. She’s given a plane ticket in the mail and told that a car will take her to the airport nearby in Indianapolis, but she has no idea what to do once she arrives at the airport. Explain to her in clear and concise instructions how to get on her flight to New York and how to get to the TV studio once she lands in New York. (There will be a limo driver waiting for her outside JFK. The driver will be holding a sign with her name on it.)

Our Interview Process

We look forward to learning as much as we can about your skills and interests, but we also aim to be respectful of your time. Below are the 3 steps to joining the Pico team:

1

Email your resume (and portfolio, if applicable) to [email protected].

2

Following your phone interview, you will be asked to complete a take-home assignment at your earliest convenience. We recommend setting aside 2 hours to complete the assignment.

3

Once you submit your work for the take-home assignment, the entire team at Pico will review and discuss it together within one week. If your work is well-received by the team, you will be invited to come to our office for an on-site interview, which consists of 3 parts over the course of approximately 90 minutes: (1) discussing your work on the take-home assignment with the team, (2) working on a coding challenge alongside a Pico engineer, and (3) chatting once more with a founder of the company. If everyone at Pico is enthusiastic about having you join the team, you can expect to receive a job offer within 1-2 weeks of your on-site interview. If everyone at Pico is enthusiastic about having you join the team, you can expect to receive a job offer within 1-2 weeks of your on-site interview.

3

Once you submit your work for the take-home assignment, select members of the Pico team will review and discuss it together within one week. If your work is well-received by the team, you will be invited to come to our office for an on-site interview, which consists of 2 parts over the course of approximately 1 hour: (1) discussing your work on the take-home assignment with members of the team and (2) chatting once more with a founder of the company. If everyone at Pico is enthusiastic about having you join the team, you can expect to receive a job offer within 1-2 weeks of your on-site interview.