Your roleWe're hiring a driven and detailed-oriented Product Support Specialist to collaborate with our customers and internal teams to triage and resolve issues that will help fuel our customers' success.
Responsibilities will includeObjective #1: In your first 30 days, you will:
- Onboard alongside other new Ascend employees.
- Begin learning our product and processes.
Objective #2: In your first 60 days you will:
- Interact with customers over email, helping them resolve issues, educating them on how to better use the product, and ensuring a top-notch customer experience.
- Continue your product education, pushing further into the capabilities of the product and our customers' use cases.
Objective #3: In your first 90 days, and beyond, you will:
- Work closely with our Operations, Product, Engineering, and Customer Success teams to identify and solution complex issues, whether for an individual customer or across our entire product surface area.
- Begin covering our chat support channel, where speed and accuracy are key.
- Contribute to our support system, offering your expertise and guidance to help us build a world-class Product Support team.
You might be a good fit if you are/have- A background in insurance, financial services, or insurtech/fintech.
- Prior experience building support systems at early stage companies.
- Comfortable with the ambiguity and pace of an early stage startup.
- Strong written and verbal communication skills, ability to quickly understand complex (and sometimes dense) subject matter, and great attention to detail.
- Experience working in our toolsets, which include Retool, Slack, Notion, Front, and Linear.
Base Salary Range: $70,000 - $100,000
All roles at Ascend are 5 days a week onsite at our beautiful office in SoMa! Benefits- 100% health premiums covered for you and your dependents
- 401k with employer matching options
- A fast growing team with an emphasis on promoting from within 80% of all hires in the last 12 months have already been promoted!
- Unlimited PTO
- Company paid commuter benefits
- Parental and family leave
- Lunch everyday
- Dog-friendly office!
