Product Support Specialist

4 weeks ago

San Francisco, United States Ascend Full time

What we do


Ascend is a fintech company building the financing and payments infrastructure for the $2.1T insurance market (did you know insurance premiums make up 7.2% of global GDP?). More than 40% of payments are still made with paper checks resulting in poor customer experience and expensive and operationally intensive commercial workflow. Today's solutions were built 40 years ago for pen and paper insurance sales. Ascend is the first modern payments platform for insurance helping to enable the industry's rapid digitalization.


Founded in April 2021, Ascend has achieved the following milestones:

  • Acquired over 2,000 customers, including several of the top 25 largest insurance distributors nationally (Acrisure, Insurica, NFP, etc.) as well as leading Inusrtechs (Vouch, Embroker, Founder Shield).
  • Initiating hundreds of millions in transactions and growing exponentially
  • Named a Top 50 Insurtech by CB Insights.
  • Built a world-class team of 30 based out of our San Francisco, CA, and Columbus, OH offices.


How we do it


Ascend automates insurance payments end-to-end — from online customer payments and financing to the distribution of commissions and carrier payables — so that insurance distributors can eliminate laborious, expensive processes while giving their customers the great online checkout and financing experience they've come to expect. Think Stripe + Affirm + Modern Treasury for insurance.


Why we do it


We exist to make it easier for people to protect the things they care about by simplifying and modernizing the insurance industry’s financial infrastructure.


The Role


As one of our first Product Support team members, you’ll be critical in sustaining and improving our support system to a world class Product Support function. In this role you’ll work with our customers to reply to, triage, and resolve key issues so that our customers are extremely delighted by Ascend You’re responsible for educating customers on Ascend processes and being an expert on our product.


Your day to day will involve interacting with cross-functional teams to resolve issues and identify areas where we can better serve our customer base through process improvements or added features.


You’ll also identify ways we can improve our Support function as a whole, from the tooling and processes that we use, to the ways we measure the quality of how we assist our customers.


You'll work closely with our operations team and team leadership to constantly iterate and improve our customer experience and processes.


Responsibilities will include


* Quickly becoming a product SME on Ascend’s entire product stack.

* Communicating with customers via existing channels (chat, email, & phone).

* Working with customers directly to resolve complex issues.

* Educating customers on Ascend processes and provide hands-on assistance.

* Identifying key process improvements and product features that will help us better serve our customers.

* Collaborating with engineering, GTM, and operations teams to resolve issues and implement long term improvements.

* Partnering with Support Team to build a strategy to improve and scale our Support across all channels (chat, email, phone).


You might be a good fit if you have


* Strong empathy and experience interacting with customers through multiple channels about complex issues.

* The propensity to learn and explain a technical product or concept in a way that a wide range of users understand.

* Comfortability demonstrating strong, professional, and error-free verbal and written communication techniques with internal and external partners – you are an extension of Ascend

* Adaptability and success with ever-changing to-do list with varying levels of priority.

* A systems thinking approach, and are someone who likes coming up with ways to improve processes.

* Strong detail-orientation and a high caliber of organization.

* Comfortability with the ambiguity and pace of an early stage startup.


Benefits


* Competitive base salary and meaningful equity in a fast-growing company

* 100% health premiums covered for you and your dependents

* 401k with employer matching options

* Unlimited PTO

* Monthly company-paid commuter benefit options, and fitness stipends

* Parental and family leave

* Lunch provided when in office

* Company outings and off-sites


We encourage you to connect with us, even if you think you may not have the exact experience for this opportunity. We know that imposter syndrome is real – and that being outside of your comfort zone often prevents us from meeting candidates we would love to connect with and learn from as we grow.


Equal Opportunity


We're an equal opportunity employer and value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


In accordance with Ascend policies and our commitment to prioritizing the health and safety of our employees, all positions will require proof of COVID vaccination prior to entering the office. Guests who visit the office must also provide proof of vaccination prior to entry. Our COVID-19 health and safety protocols may change over time as local and national guidance and regulations evolve.

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