Customer Support Specialist

🕒 vor 27 Tagen

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Puzzle 🧩🚀

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11 - 50 Mitarbeiter

💸 Finanzen

☁️ SaaS

💳 Fintech

Finance • SaaS • Fintech

Puzzle 🧩🚀 ist eine moderne Buchhaltungsplattform, die für das KI-Zeitalter entwickelt wurde und intelligente Buchhaltungslösungen für Startups, Gründer und Buchhaltungsfirmen bietet. Sie bietet Echtzeit-Finanzanalysen, automatische Buchführung und Tools zur Einhaltung von Steuerpflichten, alles integriert mit populären Finanztechnologien wie Stripe und Brex. Puzzle automatisiert sich wiederholende Buchhaltungsaufgaben, sodass Nutzer sich auf Finanzplanung und strategische Entscheidungen konzentrieren können. Durch die Unterstützung der Steuerkonformität von Beginn an und das Angebot eines Ökosystems von Partnerdiensten verbessert Puzzle das Erlebnis des Finanzmanagements und unterstützt das Unternehmenswachstum. Besonders vorteilhaft ist es für Startups, die ihre Finanzgeschäfte straffen und die Abhängigkeit von traditioneller Software wie QuickBooks verringern möchten.

Beschreibung

• Become a Product Expert: Develop deep expertise in every aspect of the platform — features, workflows, edge cases — so you can resolve issues quickly, provide authoritative guidance, and anticipate what customers need before they ask. • Provide Technical Customer Support: Be the first responder for customer questions across support channels — how-to questions, configuration guidance, integration troubleshooting, billing inquiries, and data export requests. • Build and Maintain the Knowledge Base: Turn repeated questions into help articles, document common support patterns, and keep runbooks current as the product ships new features weekly. • Write Clear, Actionable Bug Reports: Create detailed, reproducible bug reports and gather logs or screenshots that help engineers resolve problems quickly. • Test Pre-Release Features: Validate new features before they ship to catch issues early and help maintain the reliability our users count on. • Drive Issue Resolution: Serve as the bridge between Customer Success and Engineering — closing the loop on high-priority incidents and making sure the right teams have the right context. • Surface Product Signal: Tag issues by theme, spot emerging patterns, and ensure what you're hearing from customers reaches the teams building the product.

🎯 Anforderungen

• 2–4 years of experience in a technical customer support, product specialist, QA, or customer-facing role at a SaaS or fintech company — ideally with exposure to accounting or finance workflows. • Strong written communicator — crisp, clear, and professional in async channels. You write responses customers actually want to read. • A fast learner with sharp pattern recognition — you naturally turn repeated questions into scalable documentation and can keep pace with a rapidly evolving platform. • A natural problem-solver with genuine curiosity; you're energized by ambiguous problems and excited to work in a fast-paced startup environment. • Comfortable with technical adjacency — you understand API basics, integration concepts, and can read error messages without needing an engineer to translate. • Skilled at translating technical details into clear, concise documentation that a range of audiences can act on. • Excellent collaborator with strong cross-functional communication skills; you enjoy working alongside engineers, product managers, and customer-facing teams. • Familiar with tools like Zendesk, Intercom, Pylon, Linear, Datadog, or Retool — or eager and quick to learn. • Accounting or bookkeeping experience is highly preferred.

🏖️ Vorteile

• Competitive base pay and meaningful equity so you share in what we're building • 100% paid employee health, dental, and vision (U.S. & Canada; plans vary by region) • Flexible PTO plus 9–10 observed company holidays so you can recharge • $1,000 home office budget to get set up for success • $2,400 co-working budget for face time with your colleagues • $600 learning and development budget • 401(k) so you can save for your future • Team offsites in incredible locations — our teams have connected everywhere from New York and San Francisco to Italy, France, and beyond