Hybrid Product Support Specialist — Fintech Payments

Finvari, Inc.; Seattle (WA); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

HSA

Flexible Spending Account: Health Care

Dental, Vision, Life Insurance

Paid time off (PTO)

Stock options

Job summary

Finvari is seeking a Product Support Specialist to be the front line for customer questions, troubleshooting, and ensuring a great experience with our payments platform. You will partner with Customer Success, Product, and Engineering to investigate issues and share customer insights.

This is a growth-focused, hybrid role offering remote flexibility with weekly in-person collaboration at our Seattle office.

Qualifications

• Bachelor’s degree plus 2+ years 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.

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.

Skills

Analytical mindset

Problem-solving

Strong communication

Technical curiosity

Organizational skills

Empathy and patience

SQL knowledge

Education

Bachelor’s degree

Tools

Jira

Confluence

HubSpot

Job description

Finvari is seeking a Product Support Specialist to be the front line for customer questions, troubleshooting, and ensuring a great experience with our payments platform. You will partner with Customer Success, Product, and Engineering to investigate issues and share customer insights.

This is a growth-focused, hybrid role offering remote flexibility with weekly in-person collaboration at our Seattle office.