Customer Support Specialist

Who We Are

Settle is on a mission to make buying inventory super easy. Since the company’s inception in 2019, we’ve been building a cashflow management platform that allows founders and small business owners to more easily manage their company’s financial health with a mix of accounts payable and flexible financing tools. We already work with some amazing brands that you probably know and love, like Branch Furniture, Olipop, Truvani, Starface, and Ghia.

Check us out in On Deck's Top Companies of 2023, Forbes' Next Billion-Dollar Startups,Techcrunch and this Kleiner blog post.

About the role:

Our Customer Support Specialist will provide the 1st line of support for our existing customers to resolve issues and answer questions. You'll become an expert in our platform and work with various teams (Operations, Customer Success, Engineering) to track issues and reach problem resolution. Most importantly, you'll advocate for the customer. You'll share their feedback with internal teams, helping to improve our systems and inform our product roadmap.

What you'll do:

• Provide the 1st line of support for our existing clients to answer questions and resolve issues
• Gain an in-depth understanding of our products and use that knowledge to address customer inquiries
• Track issues and manage tickets to ensure the timely resolution of customer issues
• Maintain our internal knowledge base with up-to-date process documentation
• Relay customer feedback to the appropriate internal partners to continuously improve the customer experience
• Work directly with our banking partners and other vendors to resolve customer payment issues

What you’ll need:

• 2+ years of experience in a Customer Support or Operations role
• Strong written and verbal communication skills - you can distill complex problems into clear and succinct solutions
• You're a self-starter who works autonomously to find solutions and workarounds but knows when to ask for help when blocked
• You're detail-oriented and have exceptional organizational skills
• You thrive in a fast-paced environment and can prioritize tasks effectively
• You're empathetic and are energized by helping others

Nice to have:

• Intercom experience
• A background in b2b fintech (payments and/or lending)
• Supply chain and inventory management software experience
• Excel and SQL skills

Compensation:

This role is a non-exempt hourly position offering a total annual pay range of $68,000 - $85,000. Various factors, including your skills and experience, will determine actual compensation.

Benefits & perks that we offer:

• Unlimited PTO
• Flexible and remote work culture
• Competitive compensation and equity
• Health, dental, and vision coverage for you and your dependents
• Lunch & commute reimbursement when working in the NYC office located near Union Square
• $500 home office set up reimbursement
• $2500 annual growth and development stipend
• $50 monthly food delivery gift card
• 401k
• Brex company card
• HSA/FSA
• WeWork membership
• ERG groups e.g. LGBTQIA+, Women @ Settle, and more!
• Employee Referral Program
• Team building events

Our Commitment to You

At Settle we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all of our team members to uphold these commitments.