Product Support Specialist

What we doAscend is a fintech company building the financing and payments infrastructure for the $1T insurance market (did you know insurance premiums make up 7.2% of global GDP?). More than 40% of payments are still made with paper checks resulting in poor customer experience and expensive and operationally intensive commercial workflow. Today's solutions were built 40 years ago for pen and paper insurance sales. Ascend is the first modern payments platform for insurance helping to enable the industry's rapid digitalization.

How we do itAscend automates insurance payments end-to-end — from online customer payments and financing to the distribution of commissions and carrier payables — so that insurance distributors can eliminate laborious, expensive processes while giving their customers the great online checkout and financing experience they've come to expect. Think Stripe + Affirm + Modern Treasury for insurance.

Why we do itWe exist to make it easier for people to protect the things they care about by simplifying and modernizing the insurance industry’s financial infrastructure.

Your roleAs one of our first Product Support team members, you’ll be critical in sustaining and improving our support system to a world class Product Support function. In this role, you’ll work with our customers to reply to, triage, and resolve key issues so that our customers are extremely delighted by Ascend! You’re responsible for educating customers on Ascend processes and being an expert on our product.

Your day to day will involve interacting with cross-functional teams to resolve issues and identify areas where we can better serve our customer base through process improvements or added features.

You’ll also identify ways we can improve our Support function as a whole, from the tooling and processes that we use, to the ways we measure the quality of how we assist our customers.

You'll work closely with our operations team and team leadership to constantly iterate and improve our customer experience and processes.

This role is currently an in-office position at our SF office.

Responsibilities will includeQuickly become a product SME on Ascend’s entire product stackCommunicate with customers via existing channels (chat, email, & phone)Work with customers directly to resolve complex issuesEducate customers on Ascend processes and provide hands-on assistanceIdentify key process improvements and product features that will help us better serve our customersCollaborate with engineering, GTM, and operations teams to resolve issues and implement long term improvementsCollaborate with Support Team to build a strategy to improve and scale our Support across all channels (chat, email, phone)Collaborating with teammates in our San Francisco office

You might be a good fit if you are/haveStrong customer empathy and experience interacting with customers through multiple channels about complex issuesThe propensity to learn and explain a technical product or concept in a way that a wide range of users understandComfortable demonstrating strong, professional, and error-free verbal and written communication techniques with internal and external partners – you are an extension of Ascend!Adaptable and thrive with ever-changing to-do list with varying levels of priorityA systems thinker who likes coming up with ways to improve processesVery detail-oriented and maintain a high caliber of organizationComfortable with the ambiguity and pace of an early stage startup

BenefitsCompetitive base salary and meaningful equity in a fast-growing companyParental leave and flexibility for families100% world-class Health, Dental, Vision for you and your dependents

Equal OpportunityWe're an equal opportunity employer and value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage you to connect with us even if you think you may not have the exact experience for this opportunity. We know that imposter syndrome is real – and that being outside of your comfort zone often prevents us from meeting candidates we would love to connect with and learn from as we grow.