Product Support Specialist

About the Role:

Responsibilities:

• Customer Support & Troubleshooting
• Serve as the first point of contact for customer questions through email and chat
• Provide Tier 1 support for product usage, account questions, and technical issues
• Troubleshoot issues by testing workflows, analyzing data, and identifying reproducible steps
• Escalate complex technical issues while maintaining clear customer communication
• Develop deep product knowledge across payments workflows and construction use cases
• Technical Investigation & Product Collaboration
• Investigate integration-related issues using documentation and structured testing
• Document customer pain points, bugs, and feature requests with clear technical context
• Partner with Product and Engineering to communicate trends and customer impact
• Support testing of new customer-facing features and workflows
• Process Improvement & Documentation
• Identify recurring support patterns and recommend scalable solutions
• Improve internal and customer-facing documentation to reduce friction and improve clarity
• Support data quality and operational improvements across systems used by Customer Success and Sales
• Contribute to building efficient support processes as the team scales

Qualifications:

• Bachelor’s degree plus 2+ years of experience in customer support or a customer-facing role within SaaS, fintech, or a fast-paced startup
• Strong technical curiosity and problem-solving mindset
• Basic SQL knowledge or demonstrated ability to learn technical concepts quickly
• Analytical comfort working with data in Google Sheets or Excel
• Excellent written and verbal communication skills
• Strong organization skills and ability to manage multiple priorities
• Empathy and patience when working through customer challenges

Preferred Qualifications:

• Exposure to SSO, JSON, or integration troubleshooting
• Experience with tools such as Jira, Confluence, or HubSpot
• Familiarity with ERP systems or B2B software workflows
• Experience supporting payments or fintech products
• Spanish language fluency
• The compensation range for this position is USD $70,000 to $90,000.
• Benefits include:
• 100% premium coverage for employee health insurance premiums and partial coverage for dependents.
• Health Savings Account with a company contribution
• Flexible Spending Account Options: Health Care and Dependent Care
• Dental, Vision, and Life Insurance
• 11 paid company holidays plus generous Paid Time Off (PTO) policy
• Plus stock options so that you can participate in the company’s success!
• At this time, Finvari is not able to sponsor employment based visas such as H1-B. Candidates must be authorized to work lawfully in the United States. Finvari is an equal opportunity employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
• If you wish to communicate with us about any of our job postings, please contact [email protected]
• At this time, Finvari is not able to sponsor employment based visas such as H1-B. Candidates must be authorized to work lawfully in the United States.
• Finvari is an equal opportunity employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.