Technical Product Customer Support (SaaS Platform)

We're looking for a Technical Product Customer Support Specialist to help users navigate a financial SaaS platform. You will manage support operations independently during your shift, handling incoming tickets and live chat inquiries via Intercom, building efficiency systems, and ensuring nothing falls through the cracks between shifts.

This is a solo shift role. You will be the only support person on during your hours, operating in an asynchronous environment where stakeholder responses may take time. You need to be comfortable owning the support queue independently, making good judgment calls on escalation, and keeping the customer experience consistent without real-time backup. If you are technically capable, highly organized, and take pride in resolving issues thoroughly rather than just closing tickets, this role is a strong fit.

Why You'll Want to Join

• You will be paid in USD (bi-monthly: every 15th and 30th)
• Paid Time Off in accordance with company policy
• Observance of US Holidays per company guidelines
• 100% remote setup so you can work wherever you're most productive
• This role works Monday to Friday, 12:00 PM to 8:00 PM US Eastern Time
• Work on an innovative product at the intersection of fintech and automation
• Hands-on experience with internal tools and real customer workflows

What You'll Work On

Customer Support and Ticket Management

• Handle incoming support tickets and live chat inquiries via Intercom, ensuring timely and accurate responses throughout your shift
• Provide real-time chat support while maintaining consistent coverage from start to end of shift
• Flag and escalate urgent or high-priority tickets to the Customer Support Manager when needed
• Coordinate with the morning shift teammate to ensure smooth handoffs and continuity of unresolved tickets across shifts

Efficiency and Process Improvement

• Build and maintain macros for frequently asked questions to improve response speed and consistency
• Contribute to the development of SOPs, workflows, and internal documentation
• Consolidate recurring questions and surface patterns to the co-founder or manager through structured syncs rather than ad-hoc messaging

Internal Tooling and Systems

• Navigate custom dashboards and internal tools built on Retool to verify user data, transactions, and platform activity
• Assist users with issues related to onboarding, KYC, payouts, and integrations
• Maintain accurate documentation of support activity and resolution steps

Onboarding and Training Support

• Support onboarding efforts for new customers as needed
• Assist in training new support hires when required

What You Bring

• 2 to 3 years of experience in customer support for a fintech, SaaS, or developer tool
• Strong written English with the ability to explain complex workflows in simple terms
• Comfortable using support platforms such as Intercom, Zendesk, or similar tools
• Tech-savvy with the ability to pick up internal tools quickly and troubleshoot without hand-holding
• Able to work independently during a solo shift with no immediate team support available
• Strong prioritization and ownership mindset with the ability to manage support flow under delayed-response conditions
• Reliable and organized with the ability to manage multiple chats simultaneously without dropping the ball

Nice to Have

• Experience with KYC processes, payout systems, or developer-facing tools
• Familiarity with Retool or similar internal tooling platforms
• Background supporting financial services or payments products
• Experience building support macros, SOPs, or internal documentation
• Prior experience training or onboarding new support team members

How to Apply

Please include:

1. Your updated resume
2. A short Loom video (1 to 2 minutes) describing your experience with chat-based customer support and walking through how you handle a technical issue you could not immediately resolve

Only candidates who submit a Loom video will be moved to the next step of the hiring process.

If you are technically capable, clear in your communication, and can own a support queue independently during a structured shift, this role gives you the tools and the direct impact to do your best work.

Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

1. Initial Application - Submit your application and complete our prequalifying questions
2. Video Introduction - Record an video introduction to showcase your communication skills and work experience
3. Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
4. Recruitment Interview - Initial screening with our talent team
5. Executive Interview - Meet with senior leadership to discuss role alignment
6. Client Interview - Final interview with the client team you'd be supporting
7. Job Offer - Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.