Product Support Specialist

What We Do Insurance is a $10T industry still running on PDFs, email threads, and manual reconciliation. Ascend is changing that. We built the first finance automation platform designed specifically for insurance — combining AI and embedded fintech to modernize how money moves across the entire policy lifecycle, from collections to disbursements. In five years, we've become the market leader: trusted by thousands of insurance businesses nationwide, processing billions in transactions annually, and growing 200%+ year over year. How We Do It Ascend automates the financial operations that insurers, MGAs, and agencies run every day — and embeds directly into the transactions where money actually moves. AI is driving the cost of software toward zero. The companies that win won't just sell tools — they'll capture value at the point of the transaction itself. Ascend is built for exactly that moment. Our customers don't just adopt software; they unlock measurable efficiency with a proven 5–7x return on investment. Our 70+ person team, based in San Francisco and Columbus, brings together deep expertise in insurance, fintech, and AI to build infrastructure the industry has never had. Why We Do It The insurance industry intermediates trillions of dollars — and almost none of that infrastructure was built for the modern era. Legacy systems aren't just inefficient; they're a ceiling on what the industry can become. Ascend's mission is to become the leading financial automation platform for insurance by 2030 — powering the financial operations of the entire industry and transforming the way trillions of dollars move. We're not building another point solution. We're building the financial backbone of insurance. Your role We’re hiring a driven and detailed-oriented Product Support Specialist to collaborate with our customers and internal teams to triage and resolve issues that will help fuel our customers’ success. Responsibilities will include Objective #1: In your first 30 days, you will: Onboard alongside other new Ascend employees. Begin learning our product and processes. Objective #2: In your first 60 days you will: Interact with customers over email, helping them resolve issues, educating them on how to better use the product, and ensuring a top-notch customer experience. Continue your product education, pushing further into the capabilities of the product and our customers’ use cases. Objective #3: In your first 90 days, and beyond, you will: Work closely with our Operations, Product, Engineering, and Customer Success teams to identify and solution complex issues, whether for an individual customer or across our entire product surface area. Begin covering our chat support channel, where speed and accuracy are key. Contribute to our support system, offering your expertise and guidance to help us build a world-class Product Support team. You might be a good fit if you are/have A background in insurance, financial services, or insurtech/fintech. Prior experience building support systems at early stage companies. Comfortable with the ambiguity and pace of an early stage startup. Strong written and verbal communication skills, ability to quickly understand complex (and sometimes dense) subject matter, and great attention to detail. Experience working in our toolsets, which include Retool, Slack, Notion, Front, and Linear. Base Salary Range: $70,000 - $100,000 All roles at Ascend are 5 days a week onsite at our beautiful office in SoMa! Benefits 100% health premiums covered for you and your dependents 401k with employer matching options A fast growing team with an emphasis on promoting from within 80% of all hires in the last 12 months have already been promoted! Unlimited PTO Company paid commuter benefits Parental and family leave Lunch everyday Dog-friendly office! Equal Opportunity We are committed to equal opportunity employment and embrace diversity within our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates to apply even if their experience doesn't precisely match this opportunity. We value diversity and are dedicated to equal opportunity employment.