Enterprise Support Specialist at Branch

Offer summary

Qualifications:

Previous B2B support experience in SaaS and/or fintech is required., Proficient in Excel and Google Sheets, with strong communication skills., Problem-solving abilities to troubleshoot issues and propose solutions are essential., Experience with Zendesk support software is a plus..

Key responsabilities:

Coordinate solutions for customers by troubleshooting technical issues and maintaining a feedback loop.

Investigate and resolve technical issues related to integrations and escalate as necessary.

Partner with various teams to ensure timely resolution of customer issues.

Understand customer experience to identify areas for product and operational improvement.

Job description

Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products.

Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture.

We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together. Come join our team as we develop new ways to improve the lives of working Americans.

We're looking for an organized, curious, empathetic, and self-motivated Enterprise Support Specialist to join our team at Branch.

What you'll do:

Coordinate solutions for customers whose operations depend on PayAdmin and Branch products by troubleshooting technical issues, providing educating moments, and maintaining a feedback loop in order to support customer retention.
Investigate and resolve technical issues stemming from integrations.
Triage, escalate, and partner with various teams such as Customer Success, Account Management, User Support, Risk, and Engineering to ensure timely resolution and mitigate likelihood of repeat incidents.
Use internal and third-party customer support and configuration tools to troubleshoot and resolve issues.
Understand the customer experience and identify areas to improve the product and/or operations.
Requires phone support and customer callbacks.

Qualifications:

Previous B2B support experience in SaaS and/or fintech
Project management experience (preferred)
Proficient in Excel / Google Sheets
Excellent communicator both verbal and written
Problem Solver - Ability to identify, troubleshoot issues, and propose simple solutions
Coachable - Open to feedback and can show improvement
Experience with Zendesk support software a plus

Compensation:
The base compensation range for this role is 60-65k. The salary range displayed reflects an average base salary range for the position across all the US. The base salary offered to an applicant could be higher or lower based on each applicants specific skill set, depth of experience, relevant education or training, etc. The base salary range listed excludes commission/ variable compensation/ bonus/ equity or benefits.

Benefits:

Remote-first work environment (domestic USA)
Branch-paid medical, dental, and vision insurance
Equity
401k
Flexible time off
Paid company holidays
Paid parental leave (eligible after 6 months of employment)

Working at Branch

A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together. Learn more about what we do in this video!

Our collaborative spirit has helped us become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.

Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about

Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Must be currently authorized to work in the USA without sponsorship or transfer. No 3rd-parties, please.

Required profile