Remote Technical Customer Support Associate

About Us

About the role:

We're looking for a customer-obsessed, detail-orientated Technical Customer Support Associate to help us deliver best-in-class support to our growing customer base. Customers are the lifeblood of Narmi, and our team is filled with colleagues looking to delight customers throughout the Narmi customer journey.

Our team puts Service at the heart of everything we do. This is an external-facing role which will communicate directly with customers and collaborate regularly within our internal Delivery, CS, Engineering and Product teams. This role is ideal for someone who is collaborative, solutions oriented and familiar with supporting customers in financial services, fintech or other SaaS-based solutions.

At Narmi, how we work is just as important as what we build. We call this The Narmi Standard:

• High Ceiling: You go beyond the obvious, take initiative, and hold yourself to high standards with care.
• Low Ego: You put the mission above ourselves, share credit freely, and lead with curiosity.
• Alignment to Mission: You believe that helping community financial institutions win against Mega Banks and FinTechs is a worthy endeavor, and will use that belief as a northstar to anchor your efforts to that goal.
• High Commitment: You follow through, roll up your sleeves, and keep the bar high for yourself and others.

What you'll do:

• Provide front-line support for Narmi Customers
• Communicate with customers to efficiently resolve questions and issues
• Conduct troubleshooting to investigate or recreate technical inquiries
• Act as a subject matter expert for Narmi products, providing information and empowering customers with available self-service tools
• Understand financial institution staff and end user needs to offer best-in-class guidance and support to maximize user experience, platform adoption and value 
• Impact an evolving support team and digital platform 
• Identify and advocate for opportunities to improve the customer support and product experience
• Escalate customer feedback when needed to build upon internal awareness of financial institution staff and end user experiences

What you'll bring:

• 2-3+ years in a technical customer support role
• Ability to effectively prioritize and execute tasks in a fast-paced, high-pressure environment
• Demonstrated thoroughness and accuracy when tackling tasks
• Experience navigating ambiguity and problem-solving
• Excellent communication skills and comfort in customer-facing conversations
• B.A. or B.S. degree 
• Preferred
• Prior SaaS-based technology, financial services, and/or digital banking experience
• Familiarity with SaaS based infrastructure and interpreting payload logs, error handling, etc. to diagnose issues
• PST or MT timezone to cover West Coast customers

What you can expect:

• Work cross-functionally within a collaborative team across Delivery, Customer Success, Engineering and Product
• Contribute directly to the success of financial institutions leveraging Narmi to provide digital experiences to their end users
• Join a growing fintech that values team member growth, collaboration, ownership, and thoughtful execution

The expected annual base salary for this role in NYC/CA is $68,000 - 75,000. Base salary is only part of your total compensation. In addition to base salary, you will receive an equity option grant, and are eligible for performance-based cash and equity bonuses. Compensation included in an offer will be commensurate with the candidate’s skills, experience and geographic location. Compensation ranges for candidates located outside of New York City may differ. You will also receive a full benefits (medical, dental, vision) package.

We believe that high-performing teams include people from different backgrounds and experiences who can challenge each other's assumptions with fresh perspectives. To that end, we actively seek a diverse pool of applicants, including those from historically marginalized groups.

Please note that all correspondence related to this role will come directly from Narmi (email addresses ending in @narmi.com or @narmitech.com), and not from a third party. If you receive correspondence from an individual claiming to represent Narmi please let us know immediately at [email protected] .