Technical Customer Support Associate, Narmi

• This role is ideal for someone who is collaborative, solutions oriented and familiar with supporting customers in financial services, fintech or other SaaS-based solutions
• High Ceiling: You go beyond the obvious, take initiative, and hold yourself to high standards with care
• Low Ego: You put the mission above ourselves, share credit freely, and lead with curiosity
• Alignment to Mission: You believe that helping community financial institutions win against Mega Banks and FinTechs is a worthy endeavor, and will use that belief as a northstar to anchor your efforts to that goal
• High Commitment: You follow through, roll up your sleeves, and keep the bar high for yourself and others
• 2-3+ years in a technical customer support role
• Ability to effectively prioritize and execute tasks in a fast-paced, high-pressure environment
• Demonstrated thoroughness and accuracy when tackling tasks
• Experience navigating ambiguity and problem-solving
• Excellent communication skills and comfort in customer-facing conversations
• B.A. or B.S. degree

Desirable

• We're looking for a customer-obsessed, detail-orientated Technical Customer Support Associate to help us deliver best-in-class support to our growing customer base. Customers are the lifeblood of Narmi, and our team is filled with colleagues looking to delight customers throughout the Narmi customer journey
• Our team puts Service at the heart of everything we do. This is an external-facing role which will communicate directly with customers and collaborate regularly within our internal Delivery, CS, Engineering and Product teams
• Provide front-line support for Narmi Customers
• Communicate with customers to efficiently resolve questions and issues
• Conduct troubleshooting to investigate or recreate technical inquiries
• Act as a subject matter expert for Narmi products, providing information and empowering customers with available self-service tools
• Understand financial institution staff and end user needs to offer best-in-class guidance and support to maximize user experience, platform adoption and value
• Impact an evolving support team and digital platform
• Identify and advocate for opportunities to improve the customer support and product experience
• Escalate customer feedback when needed to build upon internal awareness of financial institution staff and end user experiences
• Work cross-functionally within a collaborative team across Delivery, Customer Success, Engineering and Product
• Contribute directly to the success of financial institutions leveraging Narmi to provide digital experiences to their end users
• Join a growing fintech that values team member growth, collaboration, ownership, and thoughtful execution