Pinpoint Applicant Tracking System

• Own the knowledge that powers our AI. Write and continuously improve the help centre articles, snippets, and prompts Fin draws on, so customers get fast, accurate, human-sounding answers first time. • Train and tune Fin. Review real conversations, spot where it gets things wrong, where content is missing, or where it's misread what a customer meant, and fix it at the source. • Keep a human eye on quality. Spot-check the tickets Fin marks "resolved" and make sure what goes out is genuinely good, not just closed. • Turn patterns into priorities. Use what you see across conversations to decide where your time has the most impact, then go and do it. • Jump into support occasionally (15% of the time). Cover the complex or sensitive conversations, plus lunch, shift, and holiday cover, keeping your instincts and product knowledge sharp. • Work with Product, Customer Success, and Support so content keeps pace with new features, integrations, and what customers actually need. • Be the voice of the customer to Product. Turn what you see across hundreds of conversations into clear signals on pain points and content gaps, and feed them back so the product, and the surrounding content, keeps getting better. • Grow into client specific content. As we scale, you'll tailor Fin's answers for our bigger customers based on how they've set the product up, so the help they get feels built for them.

• Own the full lifecycle of issues: triage, diagnose, fix, and prevent high impact problems across the product. Roughly half your time is reactive (the escalation queue), half is proactive (stopping the next ticket before it's raised) • Build internal tooling that makes other teams self sufficient, especially our Technical Success team (part of R&D, there to resolve technical complexity on behalf of every customer facing team). The goal: they get what they need without waiting on engineering. Bulk operations, config changes, diagnostics, automation of anything manual and painful • Build a world-class feedback mechanism back to the product squads. You'll proactively and visibly feed what you're seeing (product pain, recurring issues, what users are actually reporting) back to roadmap teams and PMs, so it's reliably ingested and the same problems stop coming back • Make the application meaningfully faster and more performant: instrumentation, logging, monitoring, and hands on performance work. (This matters even more right now as we scale our infrastructure function) • Dent the backlog: fixing root causes, not symptoms, and removing repeat issues so net throughput keeps improving cycle over cycle • Reach for AI to make all of the above faster and better: embedding AI into the triage and feedback loop, automating toil, and unlocking the context buried in eight years of codebase and docs • Work a light weekday escalation rotation, and shipping to production independently within your first year • The scope of this team is growing fast: as the tooling gets easier to build, what we can take on keeps expanding. There's a lot of room here for someone who wants it

• Own the full lifecycle of issues: triage, diagnose, fix, and prevent high impact problems across the product. Roughly half your time is reactive (the escalation queue), half is proactive (stopping the next ticket before it's raised) • Build internal tooling that makes other teams self sufficient, especially our Technical Success team (part of R&D, there to resolve technical complexity on behalf of every customer facing team). The goal: they get what they need without waiting on engineering. Bulk operations, config changes, diagnostics, automation of anything manual and painful • Build a world-class feedback mechanism back to the product squads. You'll proactively and visibly feed what you're seeing (product pain, recurring issues, what users are actually reporting) back to roadmap teams and PMs, so it's reliably ingested and the same problems stop coming back • Make the application meaningfully faster and more performant: instrumentation, logging, monitoring, and hands on performance work. (This matters even more right now as we scale our infrastructure function) • Dent the backlog: fixing root causes, not symptoms, and removing repeat issues so net throughput keeps improving cycle over cycle • Reach for AI to make all of the above faster and better: embedding AI into the triage and feedback loop, automating toil, and unlocking the context buried in eight years of codebase and docs • Work a light weekday escalation rotation, and shipping to production independently within your first year • The scope of this team is growing fast: as the tooling gets easier to build, what we can take on keeps expanding. There's a lot of room here for someone who wants it

• Build full-stack features using Ruby on Rails and React (TypeScript) within a small, focused squad. • Own your product area end-to-end: from real customer workflows and edge cases through to delivery, performance, and ongoing quality. • Integrate white-labelled third-party services seamlessly into the platform, and own the vendor relationship, including hands-on debugging when the issue is on their side. • Contribute to architectural discussions and technical trade-offs, not just implementation. • Help translate product needs and constraints into clean, maintainable solutions. • Review code, mentor others, and raise the technical bar within your squad.

• Maintain strong accountability across 15–20 concurrent implementations, ensuring deadlines are met and blockers are addressed with urgency • Own the project management of implementation from kickoff through go-live, tracking milestones, managing risks, and keeping everyone aligned • Lead internal and external discovery to understand customer needs and design tailored implementation plans • Scope and shepherd HRIS integrations, including reading API docs, mapping data, and reducing engineering dependency where you can • Coordinate internal teams across integrations, product, and support to ensure timely delivery and clear communication • Act as a trusted advisor to enterprise customers, offering strategic workflow guidance and product best practices • Ensure a smooth handover to our Customer Success team post-implementation, while staying involved through early adoption to support long-term success • Develop and deliver scalable customer training: live sessions, train-the-trainer programs, and asynchronous enablement materials

- Maintain strong accountability across 15–20 concurrent implementations, ensuring deadlines are met and blockers are addressed with urgency - Own the project management of implementation from kickoff through go-live, tracking milestones, managing risks, and keeping everyone aligned - Lead internal and external discovery to understand customer needs and design tailored implementation plans - Scope and shepherd HRIS integrations, including reading API docs, mapping data, and reducing engineering dependency where you can - Coordinate internal teams across integrations, product, and support to ensure timely delivery and clear communication - Act as a trusted advisor to enterprise customers, offering strategic workflow guidance and product best practices - Ensure a smooth handover to our Customer Success team post-implementation, while staying involved through early adoption to support long-term success - Develop and deliver scalable customer training: live sessions, train-the-trainer programs, and asynchronous enablement materials **Tech stack:** Arrows, HubSpot, ClickUp, Slack, Intercom, Linear, Guru

• Own the full 360° sales cycle, driving new logo acquisition through outbound prospecting, qualification, solution scoping, tailored demos, and close • Develop deep understanding of prospects' pain points, challenges, and business objectives. Guide buying committees, up to and including C-suite, through consultative sales engagements • Run high-impact, bespoke product presentations and demos that address specific customer needs and clearly communicate Pinpoint's unique value and ROI • Navigate negotiations including procurement, legal, compliance, and pricing to remove barriers and accelerate deal closure • Build, manage, and accurately forecast a robust pipeline of qualified opportunities using HubSpot, consistently achieving or exceeding quarterly sales quotas • Self-source roughly 30% of pipeline through outbound, executive networking, named-account work, and re-engaging previously lost opportunities • Represent Pinpoint as a thought leader in the talent acquisition space, bringing the latest trends and competitive insights into your sales conversations • Play an active role in building a high-performance, inclusive sales culture. Share what you learn, support your peers, and contribute to the overall growth of the company

• Own renewals and expansion end-to-end across your portfolio, with full accountability for Net Revenue Retention • Drive retention by proactively identifying risk, influencing adoption, and leading renewal strategy • Confidently lead upsell and expansion conversations, shaping opportunities, building business cases, and closing incremental revenue • Build strong multi-stakeholder relationships across accounts, ensuring high customer sentiment, advocacy, and long-term value • Support customers through complex technical challenges, including managing escalations and staying close to day-to-day product issues in partnership with Support and Product • Use on-site visits strategically to unblock risk, deepen relationships, and secure renewals or expansion when it counts • Partner with customers to define success metrics and create tailored success plans aligned to their business goals • Act as the voice of the customer internally, feeding insights into Product, Engineering, Sales, and Support • Track and analyze customer health signals, spotting usage, maturity, and growth-based expansion opportunities and turning insight into action • Balance strategic planning with day-to-day problem solving, staying close to customer reality

• Own end-to-end delivery for Marketplace features: discovery, spec, build, ship, and iterate. • Analyse existing Marketplace features and find opportunities to improve adoption and revenue • Use commercial modelling as the primary evidence in roadmap prioritisation, not gut feel, not a feature wish list • Build pricing and packaging proposals for new and existing upsell features: understand costs (including AI call costs and third-party licensing), model revenue potential, and present a credible plan • Evaluate build vs. buy decisions with vendors and partners. Scope what we'd need to build ourselves, find out what third parties charge, and make a defensible recommendation • Work directly with the CFO to build and evolve the upsell line of Pinpoint's financial model • Own the financial performance of the Marketplace vertical, not just track it, but understand the model behind it • Conduct customer interviews, validate hypotheses, and synthesise insights into clear product decisions • Maintain a clear, prioritised roadmap and be able to explain why things are in the order they're in • Create clear specs, user stories, and acceptance criteria that engineering can move on confidently • Present roadmap and commercial decisions to senior leadership • Track meaningful metrics and proactively surface performance insights, not just report what happened • Drive cross-functional alignment across Engineering, Design, CS, and Sales

• Improve monitoring and alerting across infrastructure and application layers • Diagnose and reduce production instability, including load spikes and database bottlenecks • Strengthen our use of Datadog, particularly logging quality and alert signal-to-noise ratio • Improve capacity planning through testing, monitoring, and forecasting • Ensure new features ship with appropriate production metrics and reliability safeguards • Make pragmatic, risk-aware infrastructure decisions that prioritise stability and customer impact • Implement and maintain best practices across infrastructure security, compliance, and vulnerability management • Participate in on-call rotations, incident response, and post-incident analysis • Maintain clear and up-to-date infrastructure documentation • Improve our CI/CD pipeline and overall infrastructure performance