Product Support Specialist

Ascend; San Francisco (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

Ascend is hiring a driven Product Support Specialist in San Francisco. You will onboard with new teammates, learn our product deeply, and interact with customers via email to resolve issues, educate users, and ensure a top-notch experience.

You will work across Operations, Product, Engineering, and Customer Success to tackle complex problems, and cover chat support for speed and accuracy. Ideal candidates bring a background in insurance or fintech, prior experience building or supporting product

Qualifications

• Candidates with customer support experience in insurance/fintech.
• Proven ability to understand complex subject matter and explain clearly.
• Experience building or supporting product systems at startups is a plus.

Responsibilities

• Onboard with new Ascend employees and learn product/processes.
• Handle customer emails, resolve issues, educate on product usage, ensure great experience.
• Collaborate with Operations, Product, Engineering, and Customer Success to address issues and support chat.

Skills

Customer-first mindset

Strong written communication

Detail-oriented

Insurance/fintech background

Tools

Retool

Slack

Notion

Front

Linear

Job description

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What We Do

Insurance is a $10T industry still running on PDFs, email threads, and manual reconciliation. Ascend is changing that. We built the first and only complete financial operations platform purpose-built for insurance — combining AI-powered accounting automation, payments, and premium financing in a single vertically integrated solution. In five years, we've become the market leader: over 4,000 businesses, including more than half of the 50 largest brokers in the country, trust Ascend to bring clarity to complex accounting operations — from collection to close.

How We Do It

Ascend automates the financial operations that insurers, MGAs, and agencies run every day — and embeds directly into the transactions where money actually moves.

AI is driving the cost of software toward zero. The companies that win won't just sell tools — they'll capture value at the point of the transaction itself. Ascend is built for exactly that moment. Our customers don't just adopt software; they unlock measurable efficiency with a proven 5–7x return on investment.

Our 70+ person team, based in San Francisco and Columbus, brings together deep expertise in insurance, fintech, and AI to build infrastructure the industry has never had.

Why We Do It

The insurance industry intermediates trillions of dollars — and almost none of that infrastructure was built for the modern era. Legacy systems aren't just inefficient; they're a ceiling on what the industry can become.

Ascend's mission is to become the leading financial automation platform for insurance by 2030 — powering the financial operations of the entire industry and transforming the way trillions of dollars move. We're not building another point solution. We're building the financial backbone of insurance.

Your role

We're hiring a driven and detailed-oriented Product Support Specialist to collaborate with our customers and internal teams to triage and resolve issues that will help fuel our customers' success.

Responsibilities will include

Objective #1:

• Onboard alongside other new Ascend employees.
• Begin learning our product and processes.

Objective #2:

• Interact with customers over email, helping them resolve issues, educating them on how to better use the product, and ensuring a top-notch customer experience.
• Continue your product education, pushing further into the capabilities of the product and our customers' use cases.

Objective #3:

• Work closely with our Operations, Product, Engineering, and Customer Success teams to identify and solution complex issues, whether for an individual customer or across our entire product surface area.
• Begin covering our chat support channel, where speed and accuracy are key.
• Contribute to our support system, offering your expertise and guidance to help us build a world-class Product Support team.

You might be a good fit if you are/have

• A background in insurance, financial services, or insurtech/fintech.
• Prior experience building support systems at early stage companies.
• Comfortable with the ambiguity and pace of an early stage startup.
• Strong written and verbal communication skills, ability to quickly understand complex (and sometimes dense) subject matter, and great attention to detail.
• Experience working in our toolsets, which include Retool, Slack, Notion, Front, and Linear.

Base Salary Range: $70,000 - $100,000

Equal Opportunity

We are committed to equal opportunity employment and embrace diversity within our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates to apply even if their experience doesn't precisely match this opportunity. We value diversity and are dedicated to equal opportunity employment.