Enterprise Support Specialist

Branch App; Domestic (IN); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Stock options

Home-office stipend

401k

Job summary

Branch is seeking an Enterprise Support Specialist to join our remote-first team across the United States. You will coordinate solutions for customers, troubleshoot integrations, and collaborate with multiple internal teams to ensure timely resolutions and good customer outcomes.

Strong communication, problem solving, and Zendesk familiarity are valued. We offer a comprehensive benefits package, a remote-friendly environment, and opportunities to influence product improvements within a

Qualifications

• Previous B2B support experience in SaaS and/or fintech
• Proficient in Excel / Google Sheets
• Excellent communicator both verbal and written
• Problem Solver - ability to identify, troubleshoot issues, and propose simple solutions
• Coachable - open to feedback and can show improvement
• Experience with Zendesk support software a plus

Responsibilities

• Coordinate solutions for customers whose operations depend on Branch products by troubleshooting technical issues, providing educating moments, and maintaining a feedback loop to support customer retention
• Investigate and resolve technical issues stemming from integrations
• Triage, elevate, and partner with Customer Success, Account Management, User Support, Risk, and Engineering to ensure timely resolution
• Use internal and third-party support and configuration tools to troubleshoot and resolve issues
• Understand the customer experience and identify areas to improve the product and/or operations
• Requires phone support and customer callbacks

Skills

Verbal communication

Written communication

Problem solving

Coachable

Customer empathy

Zendesk experience

Tools

Excel

Google Sheets

Job description

Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products.

Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture.

We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.

Come join our team as we develop new ways to improve the lives of working Americans.

About the role:

We’re looking for an organized, curious, empathetic, and self-motivated Enterprise Support Specialist to join our team at Branch.

What you’ll do:

• Coordinate solutions for customers whose operations depend on Branch products by troubleshooting technical issues, providing educating moments, and maintaining a feedback loop in order to support customer retention.
• Investigate and resolve technical issues stemming from integrations.
• Triage, elevate, and partner with various teams such as Customer Success, Account Management, User Support, Risk, and Engineering to ensure timely resolution and mitigate likelihood of repeat incidents.
• Use internal and third-party customer support and configuration tools to troubleshoot and resolve issues.
• Understand the customer experience and identify areas to improve the product and/or operations.
• Requires phone support and customer callbacks.

Qualifications:

• Previous B2B support experience in SaaS and/or fintech
• Proficient in Excel / Google Sheets
• Excellent communicator both verbal and written
• Problem Solver - Ability to identify, troubleshoot issues, and propose simple solutions
• Coachable - Open to feedback and can show improvement
• Experience with Zendesk support software a plus

Compensation

The base compensation range for this role is 60-65k. The salary range displayed reflects an average base salary range for the position across all the US. The base salary offered to an applicant could be higher or lower based on each applicants specific skill set, depth of experience, relevant education or training, etc. The base salary range listed excludes equity or benefits.

Location

This position is classified as REMOTEwithin the United States of America.

We are unable to hire candidates located outside of the domestic U.S.

• Market-leading medical, dental, and vision insurance
• Stock options
• Free Premium-Tier Origin Financial Wellness subscription
• Monthly home-office stipend
• 401k (TransAmerica)
• 12-weeks paid parental leave for birthing and non-birthing parents
• Flexible time off + sick and safe time
• 11 paid company holidays
• Branch@Branch Same Day Pay Option

Working at Branch

A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together. Learn more about what we do in this video !

Our collaborative spirit has helped us become an award-winning FinTech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga FinTech Awards, FinTech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.

Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Must be currently authorized to work in the USA without sponsorship or transfer.

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