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Product Support Specialist

San Francisco

What we do

Ascend is transforming the $10T global insurance industry by combining AI automation with embedded fintech. While insurance makes up 7.2% of global GDP, outdated financial infrastructure—PDFs, emails, and manual reconciliation—slows the industry down. Ascend is the first and market-leading finance automation platform built specifically for insurance, driving its rapid digital transformation.

In just three years, we’ve:

  • Acquired 3,000+ customers, including multiple top insurance distributors
  • Processed billions in transactions annually, growing 200%+ per year.
  • Built a world-class team of 50+ people in our San Francisco and Columbus offices.

How we do it

Ascend automates the entire insurance financial lifecycle—from collections and accounting to reconciliations and disbursements—helping businesses streamline operations and increase profitability.

In the AI era, software alone is no longer enough. For decades, software costs have declined, and with AI, they are now in free fall. As both software buyers and builders, we fully embrace this shift—it makes technology more powerful and accessible. However, businesses must also maximize monetization, and the future belongs to those that embed themselves into financial flows rather than simply selling SaaS.

That’s why AI + fintech is our edge—seamlessly integrating financial automation into transactions to create real, lasting value. Customers don’t just buy software; they unlock powerful financial efficiencies with a 5-7x ROI.

Why we do it

Insurance is a $10T+ industry running on legacy systems. AI alone won’t fix it, but AI-powered automation embedded into payments and transactions will.

Ascend’s mission is to become the leading financial automation platform for insurance by 2030—powering the entire industry’s financial operations while transforming the way trillions of dollars move.

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, Front, Slack, Notion, Front, and Linear.

Base Salary Range: $70,000 - $100,000

Benefits

  • Competitive base salary and meaningful equity in a fast-growing company

  • 100% health premiums covered for you and your dependents

  • 401k with employer matching options

  • Unlimited PTO

  • Monthly company-paid commuter benefit options, and fitness stipends

  • Parental and family leave

  • Lunch provided when in office

  • Company outings and off-sites

  • Dog-friendly office!

Join Ascend and be part of our mission to revolutionize the insurance industry and contribute to global financial modernization. Your leadership can make a significant impact on improving the $1T+ insurance industry.

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.

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