Support Specialist

About the role

The support team at the organization is the foundation that determines whether advisors and agencies succeed on the platform. Most support organizations at this scale are still reacting and focusing support solely on the queue. More tickets, more headcount, repeat. The organization is different. AI is embedded into almost every single workflow as a force multiplier for its human team, and it's most critical on the support function. And, with AI supporting the majority of customer service volume, the expert team of individual contributors can be deployed elsewhere where the human touch really matters.

Responsibilities

• Be a champion for customers, representing their needs within the organization and ensuring their voices are heard by providing prompt, professional, and effective support to travel advisors, resolving issues and ensuring their success with the organization's solutions primarily through chat, email, and 1:1s.
• Identify, diagnose, and resolve technical problems, providing expert guidance and clear communication.
• Become an expert in the product and AI capabilities.
• Create and maintain clear, comprehensive support documentation to help users find answers quickly.
• Cross-functional collaboration: Work closely with product and engineering to surface relevant feedback on offerings and ensure customer feedback is incorporated into the roadmap.
• Build and deploy ways to enhance support processes and overall customer experience, using AI and automation tooling to improve personal productivity as well as the team’s.

Requirements

• Proficiency in accounting or financial tooling: You’ve worked at companies or with technology products built for business owners, accounting teams, or admins who are running processes like payroll, auditing, and reporting for their business.
• Technical curiosity and strong communication: While you don't need to be an engineer, familiarity with APIs, AI, and automation tools is a big plus. Even if you don’t know how to use each of these resources, you’re willing and eager to dig in. You can translate technical concepts into easy-to-understand language for non-technical users.
• User-facing enablement: You’re just as comfortable in the queue as you are creating a walk-through video or hosting a live 1-1 training to close the ticket. You deploy the right lever for the right problems to resolve issues quickly and effectively.
• A fast learner: You pick up new tools, concepts, and workflows quickly, and you thrive in fast-moving, high-energy environments. You know how to approach becoming an expert in the product quickly, understanding both the technical and strategic ways advisors use it.
• Startup mindset: You're scrappy, adaptable, and ready to figure things out. You thrive on solving problems and are known for your attention to detail. You are comfortable in a fast-paced environment and can easily shift priorities as needed.

Qualifications

• Experience in SaaS support: Prior customer support experience is preferred, but raw talent and drive are valued more than years of experience.
• Travel enthusiast: A love for travel is a plus; understanding the travel industry helps you connect with customers on a deeper level.

Skills

• Customer-obsession: You genuinely care about making life easier for users and are committed to learning about users, the product, and the team in depth to make that possible. You'll be the frontline voice of customers—your problem solving and insights will directly influence product development and customer retention.
• Technical curiosity and strong communication: While you don't need to be an engineer, familiarity with APIs, AI, and automation tools is a big plus. Even if you don’t know how to use each of these resources, you’re willing and eager to dig in. You can translate technical concepts into easy-to-understand language for non-technical users.
• User-facing enablement: You’re just as comfortable in the queue as you are creating a walk-through video or hosting a live 1-1 training to close the ticket. You deploy the right lever for the right problems to resolve issues quickly and effectively.
• A fast learner: You pick up new tools, concepts, and workflows quickly, and you thrive in fast-moving, high-energy environments. You know how to approach becoming an expert in the product quickly, understanding both the technical and strategic ways advisors use it.
• Startup mindset: You're scrappy, adaptable, and ready to figure things out. You thrive on solving problems and are known for your attention to detail. You are comfortable in a fast-paced environment and can easily shift priorities as needed.

Benefits

• Competitive salary, equity, and benefits package.
• The organization is committed to building a team that represents people from many different backgrounds and life experiences, reflecting its worldview coinciding with the users and customers it serves across the world.

Pay

TBD

Schedule

Full-time