Technical Customer Support

Spade•New York, NY

7d•$85,000 - $107,500•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, and Stripe, alongside many other leaders in fintech and financial services, trust Spade's data to power personalized rewards programs, accurate spending rules, precise analytics, 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

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