Enterprise Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate solutions for clients whose operations rely on Branch products by addressing technical challenges, delivering educational insights, and maintaining a feedback loop to enhance customer loyalty.

• Explore and resolve technical issues arising from integrations.

• Prioritize, escalate, and collaborate with various teams, including Customer Success, Account Management, User Support, Risk, and Engineering, to ensure prompt resolution and reduce the chances of recurring incidents.

• Utilize internal and third-party support and configuration tools to diagnose and rectify issues.

• Comprehend the customer experience and pinpoint opportunities to enhance the product and/or operations.

• Phone support and customer callbacks are required.

⛳️ Requirements

• Prior B2B support experience in SaaS and/or fintech.

• Experience in project management (preferred).

• Proficient in Excel / Google Sheets.

• Exceptional verbal and written communication skills.

• Problem Solver - Capable of identifying, troubleshooting issues, and suggesting straightforward solutions.

• Coachable - Receptive to feedback and demonstrates improvement.

• Familiarity with Zendesk support software is a plus.

🏝️ Benefits

• Market-leading medical, dental, and vision insurance.

• Stock options.

• Complimentary Premium-Tier Origin Financial Wellness subscription.

• Monthly stipend for home-office expenses.

• 401k plan (TransAmerica).

• 12 weeks of paid parental leave for both birthing and non-birthing parents.

• Flexible time off plus sick and safe time.

• 11 paid company holidays.

• Branch@Branch Same Day Pay Option.