Product Support Specialist

Your role

We’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 include

Objective #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