Product Support - Bridge

Job Overview

We're looking for a Product Support specialist to join our Bridge team, which is creating a new payments platform built with stablecoins to simplify global money movement.

Responsibilities

• 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.
• Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
• Challenge the status quo and drive innovation in user support strategies and operational processes.

Requirements

• 5+ 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.

Preferred Qualifications

• 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.
• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.