Customer Support Specialist

Puzzle 🧩🚀

Customer Support Specialist responsible for technical support and maintaining knowledge base in a fintech startup. Engaging with customers and collaborating with teams for optimal issue resolution.

Posted 5/22/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $53,000 - $60,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical customer supportproduct specialistQAAPI basicsintegration conceptsdocumentationbug reportingfeature testingpattern recognitionproblem-solving

Soft Skills

written communicationfast learnercuriositycollaborationcross-functional communicationadaptabilityattention to detailcustomer empathyscalability mindsetprofessionalism