Customer Experience Engineer

3 weeks ago

Columbus, United States Useascend Full time

**Customer Experience Engineer (SF)**

**Location**

SF Bay Area

**Type**

Full time

**Department**

Tech

**What we do**

Ascend is a fintech company building the financing and payments infrastructure for the $1T insurance market (did you know insurance premiums make up . 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.

**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 industrys financial infrastructure.

**Your role**

As one of our initial Customer Experience Engineers, youll be key to ensuring were driving adoption and engagement of our product. In this role, youll work with new/existing business and enterprise customers to provide technical support so that our customers are extremely delighted by Ascend

Youll play a critical role in the customer journey. Youll take charge of customer issues from start to finish - while working in a dynamic and fast-paced environment. Become a product expert - you'll be a go to resource for both customers and coworkers. Interact with cross-functional teams - to identify areas where we can better serve our customer base through automation or added features

You'll report to our lead Customer Engineer while working closely with company leadership and product to constantly iterate and improve our deliverables and processes.

**Responsibilities will include**

* Diagnose and resolve complex issues with application stakeholder

* Determine appropriate action and communicate effectively with engineering, product management, customer success and customer teams

* Implement Product features to help address the most recurring issues

* Maintain service level agreements and build systems to support it

* Build internal tooling to solve recurring issues and customer requests

* Partner with Product and Customer teams to identify product improvement requests and bugs

**You might be a good fit if you are/have**

* The ability to learn and explain a technical product or concept

* The ability to communicate issues and present possible product solutions to the team.

* Demonstrated software development/technical operations experience

* Comfortable demonstrating strong verbal and written communication skills with internal and external partners you are an extension of Ascend

* Experience using APIs and SQL

* Familiarity with any object oriented programming language

* A high degree of organization and very detail-oriented

* A strong desire to learn new skills; a self-starter who takes the initiative to get things done

* Comfortable with the ambiguity and pace of an early stage startup

**Benefits**

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

* We have offices in NYC, SF Bay Area, and soon - Columbus

* Flexible vacation policy to encourage people to recharge and get offline

* Productivity stipend

* Parental leave and flexibility for families

* 100% world-class Health, Dental, Vision for you and your dependents

**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.

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