Product Support Specialist - Remote

Overview

Finvari is a fast-growing SaaS startup transforming the way construction companies handle payments. Our mission is to eliminate manual, repetitive payment tasks, empowering construction leaders to focus on building the infrastructure of tomorrow. From field employees to the C-Suite, our customer-centric software streamlines processes, improves efficiency, and drives innovation across the industry.

We're a close-knit, experienced team with a track record of building and scaling successful software companies—some of which have even gone public. At Finvari, innovation, creativity, and customer focus are at the heart of what we do. We're looking for team members who share our passion for problem-solving and want to make a direct impact. Our culture is collaborative, autonomous, and customer-obsessed.

We're seeking a dynamic and technically curious Product Support Specialist to join our team as the bridge between our customers and product development efforts. You'll be the voice of our users, ensuring exceptional experiences while helping shape the future of our platform through valuable feedback and insights. This role combines customer advocacy with technical troubleshooting, requiring someone who enjoys taking things apart to understand how they work and is passionate about solving complex problems.

We’re excited to bring on ambitious folks who are motivated by the opportunity to develop into larger, more complex roles on the Customer Success team as our company continues to grow rapidly.

In Short

• Be the first point of contact for customer questions through email and chat
• Provide prompt Tier 1 support to address customer questions, usage issues, technical hiccups, account problems, and integration challenges
• Become a product expert in our software, payments, card types, and construction use cases to support customers and guide them on best practices
• Troubleshoot tier 1 integration-related issues by reading documentation, building test scenarios, and identifying reproducible steps
• Escalate complex issues while maintaining ownership and communication with affected users
• Document customer insights, bugs, feature requests, and user pain points with detailed technical context for product and engineering teams
• Develop advanced product knowledge to advise customers on optimizing their organization's performance with our platform
• Test new customer facing features and provide feedback to product and engineering teams on functionality
• Collect, analyze, and synthesize customer feedback and data to identify process improvements for Customer Support to improve the customer experience
• Proactively identify and fill gaps in internal and customer-facing help documentation

Requirements

• Bachelor's degree plus 2+ years of customer support experience, preferably in fintech, SaaS, financial services, or a fast moving startup, ideally troubleshooting technical issues
• Technically savvy with curiosity for how software works, as well as comfort with web applications, mobile apps, and advanced troubleshooting methodologies
• Familiarity with SQL for basic data queries and data analysis tools or advanced Excel skills. Skilled at deriving insights from unstructured data. Understanding of common data formats (JSON) would be a plus - but we’re also happy to teach you
• Exceptional written and verbal communication skills with ability to explain complex technical concepts to both technical and non-technical audiences
• Experience with tools like Jira, Confluence, and HubSpot
• Empathy, curiosity, and patience when working with frustrated or confused customers
• Strong organizational skills and demonstrated ability to manage multiple priorities in fast-paced environments
• Familiarity with ERP systems or B2B software is a plus, but not required

Benefits

• 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!