Serve as the first point of contact for customer questions through email and chat
Provide Tier 1 support for product usage, account questions, and technical issues
Troubleshoot issues by testing workflows, analyzing data, and identifying reproducible steps
Escalate complex technical issues while maintaining clear customer communication
Develop deep product knowledge across payments workflows and construction use cases
Investigate integration-related issues using documentation and structured testing
Document customer pain points, bugs, and feature requests with clear technical context
Partner with Product and Engineering to communicate trends and customer impact
Support testing of new customer-facing features and workflows
Identify recurring support patterns and recommend scalable solutions
Improve internal and customer-facing documentation to reduce friction and improve clarity
Support data quality and operational improvements across systems used by Customer Success and Sales
Contribute to building efficient support processes as the team scales

Bachelor’s degree plus 2+ years of experience in customer support or a customer-facing role within SaaS, fintech, or a fast-paced startup
Strong technical curiosity and problem-solving mindset
Basic SQL knowledge or demonstrated ability to learn technical concepts quickly
Analytical comfort working with data in Google Sheets or Excel
Excellent written and verbal communication skills
Strong organization skills and ability to manage multiple priorities
Empathy and patience when working through customer challenges
Exposure to SSO, JSON, or integration troubleshooting (preferred)
Experience with tools such as Jira, Confluence, or HubSpot (preferred)
Familiarity with ERP systems or B2B software workflows (preferred)
Experience supporting payments or fintech products (preferred)
Spanish language fluency (preferred)

100% premium coverage for employee health insurance premiums and partial coverage for dependents.
Health Savings Account with a company contribution
Flexible Spending Account Options: Health Care and Dependent Care
Dental, Vision, and Life Insurance
11 paid company holidays plus generous Paid Time Off (PTO) policy
Plus stock options so that you can participate in the company’s success!

Product Support Specialist

Key skills