Customer Support Specialist

Parafin Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• At Parafin, we are driven by a powerful mission: to empower and grow small businesses. We recognize that small businesses are the vital engine of our economy, yet they often face significant hurdles with traditional banking institutions. Our innovative technology is designed to bridge this gap, providing seamless access to essential financial tools through the very platforms where these businesses already operate and sell. We forge strategic partnerships with industry leaders such as DoorDash, Amazon, Worldpay, and Mindbody, enabling us to deliver swift and adaptable funding solutions, comprehensive spend management capabilities, and valuable savings tools directly to their small business clientele via a straightforward integration. Parafin expertly navigates the complexities of capital markets, underwriting, servicing, compliance, and customer service on behalf of our partners, allowing them to focus on their core business.
• As a Customer Support Specialist at Parafin, you will play an instrumental role in crafting exceptional customer experiences. You will be the frontline ambassador, ensuring every interaction with our platform is positive and reflective of the esteemed Partner brands we serve. This position is crucial in forging a cohesive and seamless customer journey that bridges our platform and those of our valued Partners. Reporting to the Customer Experience Manager, this full-time exempt role is a cornerstone of our commitment to customer satisfaction.
• Your primary responsibilities will encompass expertly handling customer inquiries received via email and phone. You will be tasked with consistently upholding our stringent service level agreements and maintaining the highest quality standards in every communication. More than just a support agent, you will serve as the vital "Voice of the Customer" internally at Parafin, working closely with the Customer Experience Manager. Your insights and feedback will be instrumental in shaping and refining our world-class product support offering, directly influencing product development and strategic decisions.
• Beyond direct customer interaction, you will actively contribute to the enhancement of our support ecosystem. This includes the meticulous documentation of customer feedback, the identification and reporting of software bugs and user interface issues, and the proactive suggestion of feature enhancements. Your involvement will extend to contributing to essential team documentation, participating in product training initiatives, and collaborating on various other team projects that arise, ensuring a dynamic and evolving support function.
• A significant aspect of this role involves "Whitelabeled multi-brand customer support." This means you will adeptly represent and support the distinct brand identities of our various partners, ensuring a consistent and high-quality experience tailored to each. You will be a key player in "Documenting customer feedback and feature requests," ensuring that valuable user insights are captured systematically and communicated effectively to relevant internal teams. Furthermore, you will be responsible for "Reporting software bugs and UI issues," acting as an early warning system to identify and resolve technical challenges that could impact user experience.
• Your role is pivotal in "Bringing the Voice of the Customer to internal roadmaps and projects." This involves actively participating in discussions and providing data-driven insights that inform product strategy and development priorities. You will also be "Contributing to team documentation and other projects," helping to build a robust knowledge base and support infrastructure. Additionally, you will engage in "Software user testing," providing valuable feedback on new features and functionalities before they are released to our partners and their end-users. This multifaceted role requires a blend of exceptional communication skills, a keen eye for detail, and a genuine passion for helping small businesses thrive through technology.
• We are seeking a support professional who is not only adept at handling customer inquiries but is also genuinely excited about working with leading brands and contributing to the growth of small businesses. If you are eager to make a tangible impact in a fast-paced, innovative environment, and possess a proactive, customer-centric approach, we encourage you to apply and join our dedicated team.

🎯 Requirements

• Minimum of 2 years of experience in software customer support, preferably within the fintech or financial services industry.
• Proven ability to provide seamless, high-quality customer support across multiple brands, demonstrating excellent prioritization skills and meticulous attention to detail.
• Demonstrated ability to be a positive and collaborative contributor to team and company culture, thriving in ambiguous environments and adapting quickly to change.
• Proficiency with customer support platforms, with a strong preference for experience with Zendesk.

🏖️ Benefits

• Competitive salary range of $90,000 - $110,000 per year.
• Meaningful equity grant, allowing you to share in the company's success.
• Comprehensive medical, dental, and vision insurance to support your health and well-being.
• Unlimited Paid Time Off (PTO) to encourage work-life balance and personal rejuvenation.
• Flexible work-from-home policy, offering the autonomy to work remotely.

Skills & Technologies

Remote

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Parafin Inc.

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About Parafin Inc.

Parafin is a financial technology company that provides embedded financial services for B2B software platforms. Their core offering is a platform that allows businesses to offer financial products, such as lending and payments, directly within their existing software. This enables software companies to create new revenue streams and enhance their customer value proposition by providing seamless financial solutions to their users. Parafin operates in the fintech and SaaS industries, focusing on simplifying access to capital and financial tools for businesses through technology.

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