Product Support Specialist

What we do

Ascend is a fintech company building the financing and payments infrastructure for the $2.1T insurance market (did you know insurance premiums make up 7.2% of global GDP?). More than 40% of payments are still made with paper checks resulting in poor customer experience and expensive and operationally intensive commercial workflow. Today's solutions were built 40 years ago for pen and paper insurance sales. Ascend is the first modern payments platform for insurance helping to enable the industry's rapid digitalization.

Founded in April 2021, Ascend has achieved the following milestones:

• Acquired over 2,000 customers, including several of the top 25 largest insurance distributors nationally (Acrisure, Insurica, NFP, etc.) as well as leading Insurtechs (Vouch, Embroker, Founder Shield).
• Initiating hundreds of millions in transactions and growing exponentially
• Named a Top 50 Insurtech by CB Insights.
• Built a world-class team of 30 based out of our San Francisco, CA, and Columbus, OH offices.

How we do it

Ascend automates insurance payments end-to-end — from online customer payments and financing to the distribution of commissions and carrier payables — so that insurance distributors can eliminate laborious, expensive processes while giving their customers the great online checkout and financing experience they've come to expect. Think Stripe + Affirm + Modern Treasury for insurance.

Why we do it

We exist to make it easier for people to protect the things they care about by simplifying and modernizing the insurance industry’s financial infrastructure.

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

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.