The opportunity
Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services.
What you'll do
Coordinate solutions for customers whose operations depend on Branch products: by troubleshooting technical issues, providing educating moments, and maintaining a feedback loop in order to support customer retention.
Investigate and resolve technical issues stemming from integrations.
Triage, escalate, and partner with various teams such as Customer Success,: Account Management, User Support, Risk, and Engineering to ensure timely resolution and mitigate likelihood of repeat incidents.
Use internal and third-party customer support and configuration tools to troubleshoot and resolve issues.
Understand the customer experience and identify areas to improve the product and/or operations.
Requires phone support and customer callbacks.
What they're looking for
- Previous B2B support experience in SaaS and/or fintech
- Project management experience (preferred)
- Proficient in Excel / Google Sheets
- Excellent communicator both verbal and written
