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Mid LevelFull-time
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Product Support Specialist to join Finvari, a fast-growing SaaS startup transforming construction company payments. This role will be the front line of support for customers, troubleshooting issues and ensuring excellent platform experiences.
Key Responsibilities
- →Serve as the first point of contact for customer questions through email and chat
- →Provide Tier 1 support for product usage, account questions, and technical issues
- →Troubleshoot issues by testing workflows, analyzing data, and identifying reproducible steps
- →Escalate complex technical issues while maintaining clear customer communication
- →Develop deep product knowledge across payments workflows and construction use cases
- →Investigate integration-related issues using documentation and structured testing
- →Document customer pain points, bugs, and feature requests with clear technical context
- →Partner with Product and Engineering to communicate trends and customer impact
- →Support testing of new customer-facing features and workflows
- →Identify recurring support patterns and recommend scalable solutions
- →Improve internal and customer-facing documentation to reduce friction and improve clarity
- →Support data quality and operational improvements across systems used by Customer Success and Sales
- →Contribute to building efficient support processes as the team scales
Requirements
- ✓Bachelor’s degree plus 2+ years of experience in customer support or a customer-facing role within SaaS, fintech, or a fast-paced startup
- ✓Strong technical curiosity and problem-solving mindset
- ✓Basic SQL knowledge or demonstrated ability to learn technical concepts quickly
- ✓Analytical comfort working with data in Google Sheets or Excel
- ✓Excellent written and verbal communication skills
- ✓Strong organization skills and ability to manage multiple priorities
- ✓Empathy and patience when working through customer challenges
Benefits
- ★100% premium coverage for employee health insurance premiums and partial coverage for dependents
- ★Health Savings Account with a company contribution
- ★Flexible Spending Account Options: Health Care and Dependent Care
- ★Dental, Vision, and Life Insurance
- ★11 paid company holidays plus generous Paid Time Off (PTO) policy
- ★Stock options to participate in the company’s success
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