Support Associate

Middesk • San Francisco, CA

2d • Onsite

About The Position

Middesk makes it easier for businesses to work together. Since 2018, they've been transforming business identity verification, replacing slow, manual processes with seamless access to complete, up-to-date data. Their platform helps companies across industries confidently verify business identities, onboard customers faster, and reduce risk at every stage of the customer lifecycle. Middesk came out of Y Combinator, is backed by Sequoia Capital and Accel Partners, and was recently named to Forbes Fintech 50 List. As part of Middesk’s Customer Experience team, the Support Associate will play a central role in ensuring customers continually find value in the product by answering questions and troubleshooting issues. This role directly impacts how customers use the Middesk product. The ideal individual is excited to work with customers and deliver best-in-class support, willing to exceed customer expectations. As a support associate, they will be a critical piece of the support experience, helping to continually develop a product customers love by supporting them daily, listening to feedback, and being a voice for customers internally. This role requires being onsite in the SF office five days per week, so candidates should be within a commutable distance for in-person collaboration and team building.

Requirements

• 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

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees