Customer Support Specialist

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Puzzle 🧩🚀

Site WebLinkedInTous les Emplois

11 - 50 employés

💸 Finance

☁️ SaaS

💳 Fintech

Finance • SaaS • Fintech

Puzzle 🧩🚀 est une plate-forme comptable moderne conçue pour l'ère de l'intelligence artificielle, offrant des solutions comptables intelligentes pour les startups, les fondateurs et les cabinets comptables. Elle propose des informations financières en temps réel, une comptabilité automatique et des outils de conformité fiscale, le tout intégré avec des technologies financières populaires telles que Stripe et Brex. Puzzle automatise les tâches comptables répétitives, permettant aux utilisateurs de se concentrer sur la planification financière et la prise de décisions stratégiques. En soutenant la conformité fiscale dès le premier jour et en offrant un écosystème de services partenaires, Puzzle améliore l'expérience de gestion financière et soutient la croissance des entreprises. Elle est particulièrement avantageuse pour les startups cherchant à rationaliser les opérations financières et à réduire leur dépendance aux logiciels traditionnels comme QuickBooks.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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