Support Associate

Middesk; New York (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

Middesk in NYC is seeking a Customer Experience Associate to ensure customers find value by answering questions and troubleshooting issues. You will be a central part of our support team, helping users navigate Middesk products and deliver exceptional service every day.

This role requires a proactive communicator, strong time management, and the ability to work across time zones. Onsite five days a week, PST hours, with flexibility for in-person collaboration and building strong team connections.

Qualifications

• Bachelor’s Degree or equivalent work experience.
• Flexibility with changing job duties and responsibilities.
• Time management and prioritization skills.
• Proactive communication skills and ability to manage up across multiple time zones.
• Excellent research, critical thinking, and customer service skills.
• Process and solution orientation with a high attention to detail.

Responsibilities

• Become an expert in Middesk products and be the go-to resource for customers and colleagues.
• Handle customer questions from start to finish autonomously.
• Leverage email, video calls, and phone to optimize customer use of Middesk products.
• Contribute to product documentation for both internal teams and customers.
• Work cross-functionally with EPD and GTM teams to implement new products and improve processes.

Skills

Customer service

Time management

Prioritization

Proactive communication

Attention to detail

Cross-team collaboration

Education

Bachelor’s Degree or equivalent work experience

Job description

About Middesk:

Middesk is building the data and intelligence infrastructure that helps businesses work together with confidence. We started by creating a comprehensive platform for understanding businesses, bringing together authoritative and proprietary data to help customers verify business identities, onboard customers faster, and manage risk throughout the customer lifecycle.

Today, Middesk is used by more than 700 banks and fintechs, and in 2025 we verified more than 7 million companies. We've also expanded beyond business verification to help companies form, register, manage, and maintain their businesses, supporting more than 50,000 companies in setting up over 100,000 accounts required to hire employees, run payroll, and stay compliant.

Middesk came out of Y Combinator, and is backed by Sequoia Capital, Accel, Insight Partners, and Canapi. We're proud to be named on the Forbes Fintech 50 and Best Startup Employers lists.

The Role:

As part of Middesk’s Customer Experience team, you will play a central role in ensuring our customers are continually finding value in our product/s by helping answer their questions and troubleshooting any issues that arise. Your contributions will have a direct impact on how our customers use the Middesk product.

We’re looking for an individual that is excited to work with our customers and deliver best in class support by being willing to do what it takes to exceed customer expectations. As a support associate, you’ll form a critical piece of our support experience and have the opportunity to help us in continually developing a product that our customers love by supporting our customers daily, listening to their feedback and being a voice for our customers internally.

For this role, there is an expectation of being onsite in our SF or NYC office five days per week, working PST hours (11am EST – 7pm EST). That said, we offer some flexibility — while maintaining alignment with PST, team members are not required to stay in the office past 5pm EST. Candidates should be within a commutable distance, as we value in‑person collaboration and building strong team connections.

What You’ll Do:

• Become an expert in our products and demonstrate that by being a go to resource for our customers and your colleagues

• Handle customer questions from start to finish autonomously

• Leverage email, video conferencing and phone calls to help our customers optimize their use of Middesk products including onboarding calls and ongoing support

• Contribute to documentation, internally about our products and externally for our customers

• Work cross‑functionally with EPD and GTM teams to implement new products, improve existing processes, and create multi‑team procedures

What We’re Looking For:

• Bachelor’s Degree or equivalent work experience

• Flexibility with changing job duties and responsibilities

• Time management and prioritization skills

• Proactive communication skills and ability to manage up across multiple time zones

• Excellent research, critical thinking, and customer service skills

• Process and solution orientation with a high attention to detail and comfort with making decisions with available resources