What You’ll Do

• Research and troubleshoot customer issues, encouraging self-service where possible and working cross-functionally .
• Track new feature and improvement requests, including use case, value and impact.
• Discover and analyze gaps in customer experience, identifying early warning signals that lead to churn and reporting to applicable teams for follow up.
• Create and maintain Help Center and technical documentation to aid in customer education and self-service.

We’re Looking For Someone With

• 3-5+ years of Customer Support and/or Success experience.
• Technical experience with APIs. 
• Passion and excitement for how quality customer interactions can drive business growth.
• Superior verbal and written communication skills.
• Demonstrated ability to learn new languages and technologies.
• Ability to thrive in loosely structured environments, and you take ownership to see things through to completion. 
• Ability to work standard PST hours regardless of geographic US location

Nice To Haves

• Prior experience at a growth stage SaaS company.
• Prior experience in the payments industry.
• Experience assisting internal and external partners and clients with development projects using APIs.
• Knowledge of and experience coding for HTTPS networking, security, web services, JSON or XML, user interface.

What We Offer

• Competitive salary + equity package
• Outstanding medical and dental benefits(we pay 100% of monthly premiums for employees + families)
• Open PTO policy
• 12 weeks paid family leave for all full- time employees
• Company sponsored 401k
• Yearly paid professional development