Enterprise Support Specialist

About the role

Branch is seeking a detail-oriented and empathetic professional to assist our enterprise clients. You will serve as a primary point of contact for technical inquiries, ensuring our financial products function effectively for the businesses that rely on us.

Key facts

What you'll do

• Troubleshoot technical challenges and provide educational guidance to ensure high customer retention.
• Investigate and resolve issues related to product integrations.
• Coordinate with internal departments including Engineering, Risk, User Support, Account Management, and Customer Success to address and prevent recurring incidents.
• Utilize configuration and support software to manage client requests.
• Analyze customer feedback to suggest improvements for operational processes and product features.
• Conduct phone support and follow-up callbacks as needed.

Requirements

• Prior experience in B2B support within the fintech or SaaS sectors.
• Proficiency in Google Sheets and Excel.
• Strong verbal and written communication skills.
• Ability to diagnose problems and implement straightforward solutions.
• Receptiveness to feedback and a commitment to professional growth.
• Must be authorized to work in the USA without sponsorship or transfer.

Nice to have

• Experience with project management.
• Familiarity with Zendesk support tools.

Skills & tools

• B2B SaaS support
• Fintech industry knowledge
• Troubleshooting and technical triage
• Excel and Google Sheets
• Zendesk (preferred)

Practical notes

Benefits include medical, dental, and vision insurance, 401k via TransAmerica, and stock options. Employees receive a monthly home-office stipend, 12 weeks of paid parental leave, flexible time off, 11 paid holidays, and access to a free Premium-Tier Origin Financial Wellness subscription. We also offer a Branch@Branch same-day pay option. We cannot hire candidates located outside of the domestic United States. No third-party recruiters.