Customer Support Specialist

Parafin; San Francisco, Northern (CA, KY); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Salary with equity

Medical, dental & vision insurance

Unlimited PTO

Work from home flexibility

Commuter benefits

Free lunches (onsite)

Paid parental leave

401(k)

Employee assistance program

Job summary

Parafin is seeking a Customer Support Specialist in San Francisco to delight customers across partner brands. You will handle inquiries by email and phone, uphold service levels, and represent the voice of the customer internally to influence product and documentation efforts.

The role requires at least 2 years in software/customer support or fintech, strong Zendesk skills, and the ability to thrive in a fast-paced startup environment. Remote work options and onsite perks are available.

Qualifications

• Provide seamless, high-quality support across multiple brands.
• Excellent prioritization and attention to detail.
• Positive contributor to team culture and company values.
• Thrives in ambiguity and fast-moving environment.

Responsibilities

• Answer customer inquiries by email and phone, meeting service levels.
• Document feedback and feature requests from customers.
• Report software bugs and UI issues to the product team.
• Serve as voice of the customer for internal roadmaps.
• Contribute to team docs, training materials, and projects.

Skills

Customer support

Zendesk

Phone support

Startup experience

Education

2+ years in software customer support/fintech

Tools

Zendesk

Job description

About Us:

At Parafin, we're on a mission to grow small businesses. Small businesses are the backbone of our economy, but traditional banks often don't have their backs. We build tech that makes it simple for small businesses to access the financial tools they need through the platforms they already sell on. We partner with companies like DoorDash, Amazon, Worldpay, and Mindbody to offer fast and flexible funding, spend management, and savings tools to their small business users via a simple integration. Parafin takes on all the complexity of capital markets, underwriting, servicing, compliance, and customer service for our partners. We're a tight-knit team of innovators hailing from Stripe, Square, Plaid, Coinbase, Robinhood, CERN, and more - all united by a passion for building tools that help small businesses succeed. Parafin is backed by prominent venture capitalists including GIC, Notable Capital, Redpoint Ventures, Ribbit Capital, and Thrive Capital. Parafin is a Series C company, and we have raised more than $194M in equity and $340M in debt facilities. Join us in creating a future where every small business has the financial tools they need.

About the Position

We are looking for a Customer Support Specialist who can delight customers at every interaction with our platform, while best representing the Partner brands we service. This role is critical in creating a seamless customer experience between our platform and those of our Partners. This is a full-time exempt position and reports to the Customer Experience Manager.

Your primary responsibilities will be answering customer inquiries by email and phone, while upholding our service levels and quality standards. You will act alongside the CXM as the voice of the customer internally at Parafin, to help us build a world class product support offering. Additionally, you will contribute to documentation, product training, and other team projects as they arise.

Are you a support professional who is excited to work with leading brands and help small businesses grow? If so, come join us!

What You’ll Be Doing:

• Whitelabeled multi-brand customer support.
• Documenting customer feedback and feature requests.
• Reporting software bugs and UI issues.
• Bringing the Voice of the Customer to internal roadmaps and projects.
• Contributing to team documentation and other projects.
• Software user testing.

What We’re Searching For:

• Ability to provide seamless, high-quality customer support for multiple brands.
• Excellent prioritization skills and attention to detail.
• Positive contributor to team and company culture.
• Thrive in ambiguity

We Prefer If You Have:

• A minimum of 2 years in software customer support, fintech, or financial services experience
• Proficiency with Zendesk
• Phone support experience
• Previously worked at an early-stage startup

What We Offer

• Salary Range: $90k - $110k
• Equity grant
• Medical, dental & vision insurance
• Unlimited PTO
• Work from home flexibility
• Commuter benefits
• Free lunches (if onsite)
• Paid parental leave
• 401(k)
• Employee assistance program

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us.