Product Support Specialist

About the Role We are hiring a Product Support Specialist to be the frontline hero for our users, ensuring they receive prompt and knowledgeable help when encountering questions or issues with our fintech platform. As a Product Support Specialist, you will respond to customer inquiries (from basic how-to questions to more complex troubleshooting) and work closely with the engineering and product teams to resolve issues. In our early-stage startup, support is a critical function – you will not only assist users but also help shape the support process and contribute feedback to improve the product’s usability and reliability. This role is ideal for someone who enjoys solving problems, has strong empathy for users, and is excited about fintech innovations. On a daily basis, you’ll manage incoming support tickets through our support system (email or chat, and possibly phone for urgent issues). You will address a wide range of topics: a customer might need guidance navigating a dashboard feature, another might report an error they received when using our API. You will troubleshoot by replicating issues in our sandbox environment, checking logs or documentation, and working with engineers if you discover a bug. Often, you’ll educate users – for instance, explaining why a bank account connection might be failing and how to fix it, or walking them through the steps to reconcile a payment that shows as pending. Your goal is to resolve as many issues as possible promptly and effectively, with a friendly and professional demeanor that leaves customers feeling supported. In addition to reactive support, you’ll play a proactive role. You will help create support documentation such as FAQ articles, how-to guides, and troubleshooting tips based on the questions you encounter. By analyzing support trends, you might identify areas of the product that confuse users and suggest improvements or flag them to the product team. Being at a startup means you might also assist with testing new features or handling other operational tasks during quieter support periods. This full‑time position is based in Denver, CO (hybrid or remote). We offer a supportive team environment, opportunities to grow (potentially into advanced support, customer success, or other roles), and equity in the company’s success in addition to salary. Key Responsibilities Customer Issue Resolution – Provide timely responses to customer support requests via our support channels (email, live chat, and occasionally phone). Diagnose and resolve issues ranging from simple ("How do I reset my password?") to complex (e.g., a client’s API call for creating a charge is failing with a specific error). Strive for first‑contact resolution whenever possible, while ensuring friendly and professional communication. Troubleshooting & Escalation – Investigate technical problems reported by users. This might involve reproducing the issue in our test environment, reviewing API request logs or error messages, and cross‑referencing with documentation. For issues that require deeper analysis or code fixes, properly document the details and elevate to the engineering team, then follow up to keep the customer updated on progress. Product Expertise – Develop an in‑depth understanding of our platform’s features and how they work (user onboarding process, payment flows, security settings, etc.). Use this knowledge to educate customers and provide context. For example, explain to a customer why a certain payment might be on hold due to our fraud rules, or guide them on how to properly configure their webhooks to receive real‑time notifications from our system. Documentation & Knowledge Base – Create and maintain support documentation. Write clear step‑by‑step solutions for common questions or known issues and contribute to an online knowledge base or FAQ. Update existing docs when product changes occur (e.g., if we introduce a new verification step in onboarding, ensure the user guide reflects it). Empower customers to self‑serve by providing quality resources. Feedback Loop – Act as the eyes and ears of the product in terms of user experience. Identify patterns in support queries (for instance, if multiple users are confused by a particular screen or if a certain error keeps occurring). Share this feedback with the product and engineering teams to help prioritize bug fixes, UI improvements, or new features that reduce friction. Advocate for the customer’s perspective during internal discussions. Internal Collaboration – Work closely with the Customer Success Lead to ensure VIP or at‑risk customers receive extra attention and their issues are resolved promptly. Coordinate with the Risk/Compliance team if an issue relates to a compliance hold or verification failure, so you can give the customer accurate information. Join forces with Solutions Engineering on complex technical issues that span support and implementation. Support System Management – Help refine our support processes as we grow. This could include improving ticket triage workflows, contributing to an internal runbook for handling certain types of issues, or suggesting tools (like a better helpdesk system or reporting dashboard for support metrics). Aim to maintain a high standard of support efficiency and customer satisfaction. Continuous Learning – Stay updated on all new product releases and enhancements so you can support them effectively. Participate in team training sessions and knowledge‑sharing. Also, continuously improve your own skill set – for example, learning basics of reading JSON or using database queries to pull info might be useful for quicker troubleshooting in a technical product. Required Qualifications Experience in Support – 2+ years experience in a customer support or technical support role for a software or SaaS product. You should have a track record of delighting customers and solving problems efficiently. Experience in supporting a fintech or financial software product is a plus but not strictly required. Excellent Communication – Superb written and verbal communication skills. Able to explain technical steps or solutions in a clear, patient, and friendly manner. You can adjust your tone and detail based on the customer’s level of technical expertise. Technical Aptitude – Comfortable with technology and able to quickly learn our platform’s intricacies. Basic understanding of web applications and APIs (for instance, you know what an API key or error code is) is expected. If you don’t have direct coding experience, you should at least be capable of following technical instructions and using diagnostic tools (like checking system logs or using API clients like Postman with guidance). Problem‑Solving Mindset – Naturally curious and persistent in digging into problems until you find a resolution or workaround. You approach troubleshooting in a methodical way and document what you find. Able to handle multiple issues at once and prioritize effectively based on urgency and impact. Empathy and Patience – You genuinely care about helping customers and can remain calm and helpful, even when users are frustrated. Able to turn a negative situation (like an outage or a critical bug) into a positive customer experience through effective communication and follow‑through. Organizational Skills – Detail‑oriented in tracking issues. You ensure all customer interactions are logged properly in the ticket system and no follow‑ups are missed. Capable of managing your time across incoming tickets, ongoing investigations, and documentation tasks. Team Collaboration – Works well in a team environment. Comfortable asking for help or escalating when needed, and equally comfortable offering help to peers. Aligns with others to ensure the overall success of our users. Flexible Schedule – While this is generally a standard work‑hour role, you might occasionally adjust hours to cover a critical customer issue or a high‑priority client in a different time zone. Willingness to be part of an on‑call rotation in the future (if we establish one for critical support) is a plus. Preferred Qualifications Fintech Knowledge – Familiarity with banking/payments terminology and processes (ACH, ledgers, verification steps, etc.) which can expedite your ramp‑up time. Knowing how things like two‑factor authentication, bank statement verification, or transaction statuses work from a user perspective will help in support scenarios. Technical Skills – Any additional technical skills are a bonus. For example, ability to read and understand JSON/XML responses, basic SQL knowledge to query a database for an entry, or prior experience logging into admin panels/developer tools for troubleshooting. These skills help resolve issues faster without always needing engineering intervention. Multi‑Channel Support – Experience supporting customers over various channels including live chat and phone support, not just email. Ability to multitask between channels effectively. Knowledge Base Management – Experience in creating or managing a customer help center or knowledge base. If you’ve used tools like Zendesk Guide, Confluence, or HelpScout Docs to publish articles, that’s beneficial. Startup Experience – Previous experience in a startup or small company where you had to set up processes or wear multiple hats. This experience means you’re likely comfortable with change and eager to improve workflows. Language Skills – (Optional) If you are fluent in another language common to our customer base (e.g., Spanish), it could be helpful as we grow our customer reach. Not required, but mentionable as a plus. #J-18808-Ljbffr Drive Capital