Customer Support Specialist

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.

Responsibilities

Answering customer inquiries by email and phone while upholding our service levels and quality standards; Acting alongside the Customer Experience Manager as the voice of the customer internally; 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

Requirements

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

Nice to have

A minimum of 2 years in software customer support, fintech, or financial services experience; Proficiency with Zendesk; Phone support experience; Previously worked at an early-stage startup

Benefits

Equity grant; Medical, dental & vision insurance; Unlimited PTO; Work from home flexibility; Commuter benefits; Free lunches (if onsite); Paid parental leave; 401(k); Employee assistance program