Finvari is hiring a Product Support Specialist

Finvari is looking for a Product Support Specialist to serve as the essential bridge between our customers and product development. In this role, you’ll combine customer advocacy with technical troubleshooting to provide support and directly influence the future of our platform.

What You'll Do

• Be the first point of contact for customer questions via email and chat.
• Provide prompt Tier 1 support for usage issues, technical hiccups, account problems, and integration challenges.
• Become a product expert in software, payments, and construction use cases to guide customer best practices.
• Troubleshoot tier 1 integration 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, and feature requests with detailed technical context for product and engineering teams.
• Advise customers on optimizing their organization's performance with advanced product knowledge.
• Test new customer-facing features and provide feedback to product and engineering teams.
• Collect, analyze, and synthesize customer feedback to identify process improvements for Customer Support.
• Proactively identify and fill gaps in internal and customer-facing help documentation.
• Understand data linkages between systems and own improvements to data quality.
• Communicate effectively with Product, Engineering, and Customer Success Engineers.

What We're Looking For

• Bachelor's degree plus 2+ years of customer support experience, preferably in fintech, SaaS, financial services, or a fast-moving startup.
• Technically savvy with curiosity for how software works, and comfort with web apps, mobile apps, and advanced troubleshooting.
• Familiarity with SQL for basic data queries and data analysis tools or advanced Excel skills.
• Skilled at deriving insights from unstructured data.
• Exceptional written and verbal communication skills with ability to explain complex technical concepts to varied 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.
• Must be in the Greater Seattle area and able to thrive in a hybrid arrangement (in-office one day per week).
• Ability to work a sunrise shift (starting 6 am Pacific Time) on a periodic or full-time basis.
• Candidates must be authorized to work lawfully in the United States.

Nice to Have

• Understanding of common data formats like JSON.
• Familiarity with ERP systems or B2B software.

Technical Stack

• SQL
• Data analysis tools
• Excel
• Jira
• Confluence
• HubSpot

Team & Environment

You will be a bridge between customers and product development. This role is part of the Customer Success team with a clear opportunity to develop into larger roles within Finvari.

Benefits & Compensation

• 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.
• Stock options.

Work Mode

This is a hybrid position based in the Greater Seattle area, requiring in-office presence one day per week.

Finvari is an equal opportunity employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.