Product Support Specialist

United States Digital Space LLC; New York, San Francisco (NY, CA); On-site; USD 90,000 - 140,000; Full time

Job summary

Bridge is seeking an experienced Product Support specialist to own complex technical user issues and drive them to resolution. You will work with Engineering, Product, and Operations to improve support systems and product quality.

You will analyze data with SQL, engage with APIs, and scale processes to enhance user experiences and operational efficiency.

Qualifications

• 5+ years in a customer-facing product support role.
• Proficiency in SQL for data analysis and querying.
• Experience working with APIs.
• Strong problem-solving skills with the ability to drive issues to resolution.
• Experience in stakeholder management and cross-functional influence.
• Experience in project management and process optimization.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction, using SQL and API documentation.
• Develop product and platform expertise, collaborating with Engineering, Product, and Operations to diagnose and resolve issues.
• Optimize and scale support processes to improve efficiency and user experience, using data-driven insights.
• Lead continuous improvement initiatives to meet KPIs like CSAT, Contact Rate, and SLAs.
• Create and refine documentation to empower users for self-service and reduce escalations.
• Partner with Product and Engineering to advocate for platform improvements based on user feedback.
• Lead cross-functional projects to identify inefficiencies and implement long-term solutions.
• Challenge the status quo and drive innovation in support strategies and operations.

Skills

SQL

APIs

Customer support

Data analysis

Stakeholder management

Project management

Tools

SQL tooling

Job description

Who we are

About the company

the company is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use the company to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

We're creating an entirely new payments platform, built with stablecoins, to simplify global money movement. Bridge enables faster, cheaper payments and borderless access to dollars via stablecoins. Through our APIs, businesses can send and receive funds across borders faster and cheaper than SWIFT and other fiat-only rails. Our virtual accounts enable international consumers and businesses to easily access, store, and spend US dollars. Our payouts infrastructure enables platforms to disburse USD to anyone globally. We believe many trillions of dollars will move and settle through stablecoin payment rails. Bridge is pulling this future forward.

We have a small team of people who have previously built financial infrastructure at some of the world's leading companies (Coinbase, the company, Square, Brex, Upstart, DoorDash, Airbnb), and each and every one of them chose Bridge because they fundamentally believe that stablecoins will be a critical piece of financial infrastructure that improves global money movement.

What you'll do

As part of our growing Product Support team, you will be a critical driver in delivering outstanding user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, diagnostic mindset, and project management skills to improve our support systems, processes, and product quality.

You will own complex technical user issues and coordinate with cross-functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and driving continuous improvements.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction, using SQL to extract and interpret data alongside API documentation.

• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.

• Optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.

• Lead continuous improvement initiatives aimed at achieving key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and service-level compliance.

• Create and refine documentation to empower users to resolve issues through self-service, reducing dependency on support teams.

• Partner with Product and Engineering to advocate for platform improvements based on user feedback and ensure long-term product reliability.

• Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.

• Challenge the status quo and drive innovation in user support strategies and operational processes.

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 5+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.

• Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.

• Experience working with APIs.

• Strong problem-solving skills, with the ability to diagnose complex issues and drive them to resolution.

• Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.

• Experience in project management, particularly in optimizing processes, workflows, or support operations.

Preferred qualifications

• Strong data analysis skills, with a passion for interpreting data to improve decision-making.

• Ability to explain technical concepts to both technical and non-technical stakeholders.

• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.