Customer Support Associate, Dealstack

The Opportunity

Dealstack is a SaaS platform that powers private equity. Private equity deal making remains manual, chaotic and backward. Our goal is to end these outdated practices and to become the new collaboration standard in the industry. Dealstack is built by PE, for PE. Founded by experienced professionals from within the industry, our solution sits at the intersection of SaaS, fintech and legaltech.

Dealstack has an ambitious, multi-product roadmap. The first product went live in 2023. It allows private equity professionals to easily onboard and maintain investment programmes. Since then, we have launched several new products and features creating a multi-use case operating system for private equity.

Following strong commercial traction from leading industry players, we are looking for a proactive and detail-oriented individual to join our commercial team and support our clients across all aspects of their engagement with Dealstack. The objective of the role is to deliver our users an outstanding experience when interacting with our platform and our team, i.e. resolving queries promptly, anticipating their needs, and ensuring they get maximum value from our software.

The role presents an exciting opportunity to join a high-growth technology company delivering innovation to the private equity industry. You will be at the frontline of client interaction, supporting investment professionals, lawyers, and portfolio company teams in their day-to-day use of our platform. You will play a key role in ensuring that client issues are resolved efficiently, that users are equipped to make full use of our tools, and that every client receives a best-inclass level of service.

Responsibilities:

• Act as the first point of contact for customer queries, client requests, and technical issues.

• Help users access and navigate the platform, troubleshooting problems and unblocking them efficiently.

• Support clients with executing workflows on the platform and generating status reports, building trusted relationships with them.

• Monitor user activity and proactively identify opportunities to improve user experience, ensuring maximum customer satisfaction and retention.

• Engage with clients to understand their needs and share best practices on how Dealstack can address them in the best way possible.

• Collaborate closely with the commercial and product teams to relay client feedback and drive improvements.

• Create and maintain customer help content, including FAQs, guides, and walkthroughs.

• Contribute to building scalable, efficient support processes as we continue to grow.

Skills & competencies:

• Strong problem-solving skills and attention to detail.

• Clear and confident written and verbal communication skills.

• Customer-focused, with a structured approach to resolving issues.

• Comfortable managing multiple priorities in a fast-paced environment.

• Familiarity with customer support tools (e.g. Zendesk, Intercom, HubSpot) is desirable.

• Tech-savvy and quick to learn new systems and workflows.

• A team player with desire and ability to thrive in a fast-moving environment and feel comfortable working in a young company.

Qualifications & Experience

• Experience in customer support, client service, or operations (SaaS or fintech/PE experience is a plus).

Work arrangement

• This is a remote position for candidates based in Bulgaria or Poland, working closely with our team in London.