Product Support Specialist

Your role

We’re hiring a driven and detailed-oriented Product Support Specialist to collaborate with our customers and internal teams to triage and resolve issues that will help fuel our customers’ success.

Responsibilities will include

Objective #1: In your first 30 days, you will:

• Onboard alongside other new Ascend employees.


• Begin learning our product and processes.

Objective #2: In your first 60 days you will:

• 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 your product education, pushing further into the capabilities of the product and our customers’ use cases.

Objective #3: In your first 90 days, and beyond, you will:

• 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 your expertise and guidance to help us build a world-class Product Support team.

You might be a good fit if you are/have

• 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.

Base Salary Range: $70,000 - $100,000

All roles at Ascend are 5 days a week onsite at our beautiful office in SoMa! 

Benefits

• 100% health premiums covered for you and your dependents


• 401k with employer matching options


• A fast growing team with an emphasis on promoting from within 80% of all hires in the last 12 months have already been promoted! 


• Unlimited PTO


• Company paid commuter benefits


• Parental and family leave


• Lunch everyday


• Dog-friendly office!

Equal Opportunity

We are committed to equal opportunity employment and embrace diversity within our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage candidates to apply even if their experience doesn't precisely match this opportunity. We value diversity and are dedicated to equal opportunity employment.