Technical Customer Support

Spade • New York, NY

2d • Hybrid

About The Position

Spade is a data and AI platform that turns messy transaction strings into structured, verified records — and gives teams the tools to act on it across authorization, attribution, analytics, and AI initiatives. Spade leads the market in terms of merchant coverage, matching accuracy, geolocation data, and speed of transaction enrichment. Customers such as, FIS, Bilt, Mercury, Stripe, alongside many other leaders in fintech and financial services, trust Spade's data to enable personalized rewards programs, accurate applied spending rules, precise analytics requests, and innovative AI-powered features. Spade is a fast growing, Series B company backed by industry experts and top tier investors (including Oak HC/FT, a16z, Flourish Ventures, Y-Combinator, and Gradient Ventures). We’re a lean and execution-oriented hybrid team, passionate about building exceptional products for our growing customer base. We care deeply about diversity of background, experience, and opinion. We value empathy, curiosity, and passion, and strive to create an environment where individuals have autonomy and the ability to take ownership over their work.

Requirements

• 2+ years in a technical customer support or customer facing operations role, supporting a technical product
• Strong customer service orientation with excellent written and verbal communication skills
• Ability to triage, prioritize, and solve technical problems independently
• Familiarity with SQL concepts, Excel/Sheets, and data analysis
• Detail-oriented, process-driven approach with eagerness to improve systems and workflows
• Based in NYC with ability to work out of our Flatiron office at least 2 days/week

Nice To Haves

• Experience working in high growth startups
• Familiarity with BI tools like Hex, Looker, Tableau, etc
• Familiarity with ticketing systems (we use Pylon)

Responsibilities

• Serve as first line of technical support for customers, triaging and resolving tickets while escalating complex issues to Engineering and Data teams as needed
• Create and refine product rules to address customer issues and drive incremental improvements, working both independently and with contractor resources
• Monitor product performance using Hex, SQL, and internal dashboards, identifying trends and surfacing insights to Data, Product, and Engineering teams for larger improvements
• Document troubleshooting processes and resolutions to build institutional knowledge

Benefits

• Competitive Compensation. Data-driven salaries that reward performance and ownership.
• Meaningful Equity. Flexibility with early exercise and an extended post-termination options.
• Comprehensive Health Benefits. 100% paid medical, mental, dental, and vision premium option plus One Medical membership (for US-based employees).
• 401(k). Empowering you to invest in your future.
• Paid Parental Leave. 12 weeks of full pay for parents welcoming a new child into their home.
• Unlimited PTO. Take the time you need to unplug and unwind.
• Flexible In-Person Culture. NYC HQ (hybrid and dog-friendly) with remote opportunities for certain roles in US/Canada.
• Supporting you in and outside of work. Generous work from home stipend, company-paid lunches, Citibike Membership, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed