Finvari · 1 month ago
Product Support Specialist
Seattle Office
Full-time
Hybrid
Entry, Mid Level
$70K/yr - $90K/yr
2+ years expFinvari is a fast-growing SaaS startup transforming the way construction companies handle payments. They are seeking a dynamic and technically curious Product Support Specialist to serve as the bridge between customers and product development, ensuring exceptional user experiences while providing valuable feedback. The role focuses on customer support, product advocacy, and improving processes based on customer insights.
AccountingCredit CardsFinancial ServicesFinTech
No H1B
U.S. Citizen Only
Responsibilities
Be the first point of contact for customer questions through email and chat
Provide prompt Tier 1 support to address customer questions, usage issues, technical hiccups, account problems, and integration challenges
Become a product expert in our software, payments, card types, and construction use cases to support customers and guide them on best practices
Troubleshoot tier 1 integration-related issues by reading documentation, building test scenarios, and identifying reproducible steps
Escalate complex issues while maintaining ownership and communication with affected users
Document customer insights, bugs, feature requests, and user pain points with detailed technical context for product and engineering teams
Develop advanced product knowledge to advise customers on optimizing their organization's performance with our platform
Test new customer facing features and provide feedback to product and engineering teams on functionality
Collect, analyze, and synthesize customer feedback and data to identify process improvements for Customer Support to improve the customer experience
Proactively identify and fill gaps in internal and customer-facing help documentation
Understand data linkages between systems used by our Customer Support and Sales teams and own improvements to data quality
Communicate effectively with Product, Engineering, and Customer Success Engineers
Qualification
Required
Bachelor's degree plus 2+ years of customer support experience, preferably in fintech, SaaS, financial services, or a fast moving startup, ideally troubleshooting technical issues
Technically savvy with curiosity for how software works, as well as comfort with web applications, mobile apps, and advanced troubleshooting methodologies
Familiarity with SQL for basic data queries and data analysis tools or advanced Excel/Google Sheets skills. Skilled at deriving insights from unstructured data
Exceptional written and verbal communication skills with ability to explain complex technical concepts to both technical and non-technical audiences
Experience with tools like Jira, Confluence, and HubSpot
Empathy, curiosity, and patience when working with frustrated or confused customers
Strong organizational skills and demonstrated ability to manage multiple priorities in fast-paced environments
Preferred
Understanding of common data formats (JSON) would be a plus - but we're also happy to teach you
Familiarity with ERP systems or B2B software is a plus, but not required
Benefits
100% premium coverage for employee health insurance premiums and partial coverage for dependents.
Health Savings Account with a company contribution
Flexible Spending Account Options: Health Care and Dependent Care
Dental, Vision, and Life Insurance
11 paid company holidays plus generous Paid Time Off (PTO) policy
Plus stock options so that you can participate in the company’s success!
Company
Finvari
Finvari Inc offers a corporate card and expense management system tailored for the construction industry.
11-50 employees
Funding
Current Stage
Early StageRecent News
2025-07-30
Company data provided by crunchbase