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Product Support Specialist

San Francisco

What we do

Ascend is a fintech company building the financial automation platform for the $7T global insurance market (insurance premiums make up 7.2% of global GDP!). Ascend is the first and market leading modern finance automation platform purpose built for for insurance to enable the industry's rapid digitalization.

Founded 3 years ago, Ascend has achieved the following milestones:

  • Acquired over 3,000 customers, including several of the top 25 largest insurance distributors nationally (Acrisure, Insurica, NFP, etc.) as well as leading Insurtechs (Vouch, Embroker, Founder Shield).
  • Processing billions of dollars in transactions anually and growing 300%+ per year
  • Named a Top 50 Insurtech by CB Insights.
  • Built a world-class team of 40 based out of our San Francisco, CA, and Columbus, OH offices.

How we do it

Ascend is the industry leading platform to automate the entire insurance financial operations lifecycle across collections, accounting, reconciliations, and disbursements. Businesses using Ascend experience improved operational efficiencies, treasury management, and customer experience – resulting in increased profitability and full visibility into financial performance. We are typically able to provide our customers a 5-7x ROI by replacing their current manual processes with Ascend's software.

Why we do it

To simplify one of the world’s most crucial yet outdated industries. Ascend’s goal is to become the market-leading finance automation platform for insurance businesses by 2030.

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.

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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