Product Support Specialist

Ascend•San Francisco, CA

1d•$70,000 - $100,000•Onsite

About The Position

Ascend is seeking a driven and detail-oriented Product Support Specialist to collaborate with customers and internal teams to triage and resolve issues, ultimately fueling customer success. The role involves interacting with customers, educating them on product usage, and working cross-functionally to solve complex problems. This position will also contribute to building a world-class Product Support team.

Requirements

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.

Responsibilities

Onboard alongside other new Ascend employees.
Begin learning our product and processes.
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 product education, pushing further into the capabilities of the product and our customers’ use cases.
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 expertise and guidance to help build a world-class Product Support team.