Customer Support Specialist

At Parafin, we’re on a mission to grow small businesses. Small businesses are the backbone of our economy, but traditional banks often don’t have their backs. We build tech that makes it simple for small businesses to access the financial tools they need through the platforms they already sell on. We partner with companies like DoorDash, Amazon, Worldpay, and Mindbody to offer fast and flexible funding, spend management, and savings tools to their small business users via a simple integration. Parafin takes on all the complexity of capital markets, underwriting, servicing, compliance, and customer service for our partners. We’re a tight-knit team of innovators hailing from Stripe, Square, Plaid, Coinbase, Robinhood, CERN, and more — all united by a passion for building tools that help small businesses succeed. Parafin is backed by prominent venture capitalists including GIC, Notable Capital, Redpoint Ventures, Ribbit Capital, and Thrive Capital. Parafin is a Series C company, and we have raised more than $194M in equity and $340M in debt facilities. Join us in creating a future where every small business has the financial tools they need. About the Position We are looking for a Customer Support Specialist who can delight customers at every interaction with our platform, while best representing the Partner brands we service. This role is critical in creating a seamless customer experience between our platform and those of our Partners. This is a full-time exempt position and reports to the Customer Experience Manager. Your primary responsibilities will be answering customer inquiries by email and phone, while upholding our service levels and quality standards. You will act alongside the CXM as the voice of the customer internally at Parafin, to help us build a world class product support offering. Additionally, you will contribute to documentation, product training, and other team projects as they arise. Are you a support professional who is excited to work with leading brands and help small businesses grow? If so, come join us! What You’ll Be Doing Whitelabeled multi-brand customer support. Documenting customer feedback and feature requests. Reporting software bugs and UI issues. Bringing the Voice of the Customer to internal roadmaps and projects. Contributing to team documentation and other projects. Software user testing. What We’re Searching For Ability to provide seamless, high-quality customer support for multiple brands. Excellent prioritization skills and attention to detail. Positive contributor to team and company culture. Thrive in ambiguity. We Prefer If You Have A minimum of 2 years in software customer support, fintech, or financial services experience. Proficiency with Zendesk. Previously worked at an early-stage startup. What We Offer Salary Range: $90k - $110k Equity grant Unlimited PTO Work from home flexibility Free lunches (if onsite) Paid parental leave 401(k) Employee assistance program If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us. U.S. EQUAL EMPLOYMENT OPPORTUNITY INFORMATION (Completion is voluntary and will not subject you to any adverse treatment) Parafin provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other classification protected by applicable law. We invite all applicants to voluntarily self-identify their race, ethnicity, and gender. Submission of the information on this form is strictly voluntary and refusal to provide it will not subject you to any adverse treatment. Information obtained will be retained in a confidential file and separate from personnel records. This information may only be used in accordance with the provision of applicable federal laws, executive orders, and regulations. If you want more information about any of the sections, please check with a company representative. Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. Black or African American (Not Hispanic or Latino) - A person having origins in any of the Black racial groups of Africa. Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. SELF-IDENTIFICATION OF VETERAN STATUS I identify as one or more of the classifications of protected veteran listed above. I am not a protected veteran. I decline to self-identify for protected veteran status. 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