The opportunity
We're creating an entirely new payments platform, built with stablecoins, to simplify global money movement. Bridge enables faster, cheaper payments and borderless access to dollars via stablecoins.
What you'll do
Analyze and troubleshoot complex technical issues through direct user: interaction, using SQL to extract and interpret data alongside API documentation.
Develop product and platform expertise, working closely with Engineering,: Product, and Operations teams to diagnose and resolve user issues.
Optimize and scale support processes to enhance efficiency and improve the: overall user experience, incorporating data-driven insights and metrics.
Lead continuous improvement initiatives aimed at achieving key performance: metrics such as Consumer Satisfaction (CSAT), Contact Rate, and service-level compliance.
Create and refine documentation to empower users to resolve issues through: self-service, reducing dependency on support teams.
Partner with Product and Engineering to advocate for platform improvements: based on user feedback and ensure long-term product reliability.
What they're looking for
- + years of experience in a customer-facing product support role, with a focus: on troubleshooting technical issues.
- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
- Experience working with APIs.
- Strong problem-solving skills, with the ability to diagnose complex issues and drive them to resolution.
- Proven experience in stakeholder management, with the ability to influence: cross-functional teams and drive progress.
- Experience in project management, particularly in optimizing processes, workflows, or support operations.
- Strong data analysis skills, with a passion for interpreting data to improve decision-making.
- Ability to explain technical concepts to both technical and non-technical stakeholders.
