Support Team Lead, Scratchpay
$85-95k
+ Equity
More information about location
Healthcare financing provider
Be an early applicant
Healthcare financing provider
21-100 employees
Be an early applicant
$85-95k
+ Equity
More information about location
21-100 employees
Company mission
Scratchpay's mission is to help more patients and pets get access to the care they need to live happy lives.
Role
Who you are
- The ideal candidate is a strong communicator who thrives in dynamic environments, learns quickly, and stays composed under pressure
- Minimum of 4 years of experience in technical support of a SaaS product — ideally with at least 1–2 years in a team lead or managerial role
- Proven experience in managing escalations and supporting a customer-facing technical team
- Strong ability to learn new systems and technical products quickly and guide others through technical challenges
- Demonstrated critical thinking and problem-solving skills, even in situations with unclear resolution paths
- Comfortable working independently and taking initiative with minimal supervision
- Excellent communication skills, both written and verbal, with the ability to simplify complex information
- Familiarity with SaaS platforms, API troubleshooting, and database tools such as PostgreSQL, Firebase, and JetAdmin
- Experience working with BPO (Business Process Outsourcing) teams or offshore support teams preferred
- Must be located on the East Coast or available to permanently work 9am - 5pm EST
- Experience in fintech, payments, or high-growth startup environments preferred
What the job involves
- Scratch Financial is seeking an experienced and adaptable Support Team Lead to oversee our Practice Support Team. This individual will serve as both a hands-on technical expert and a leader, guiding team members in resolving complex issues, managing escalations, and driving operational excellence across our servicing organization
- You’ll play a key role in ensuring our customers receive world-class support — from resolving complex technical issues to de-escalating challenging customer situations. This role involves cross-functional collaboration to enhance tools, processes, and products, ultimately improving both the customer and agent experience
- Lead Scratch’s Practice Support Team, providing ongoing feedback and coaching
- Foster a culture of openness, adaptability, critical thinking, and accountability within the team
- Identify and address skill gaps, workflow inefficiencies, and opportunities for process improvement
- Act as the primary point of contact for escalated issues from frontline agents, while ready to dive into tickets alongside your team during peak times or critical issues
- Serve as the technical escalation owner, managing high-priority customer issues with speed, empathy, and composure
- Troubleshoot complex technical problems, including payment processing and API integration issues
- Partner closely with Product, Engineering, and Commercial teams to surface and resolve systemic issues
- Represent the voice of the customer internally, advocating for enhancements and fixes that improve their experience
- Identify and implement opportunities to automate, streamline, and scale support processes to enhance efficiency and customer satisfaction
- Create and maintain clear, accurate documentation and self-service resources for both internal and external audiences
- Develop innovative approaches and solutions to reduce ticket volume and improve time-to-resolution
- Assist with AI features such as chatbots to improve support quality and consistency
- Conduct live customer onboarding sessions for the Scratch platform, ensuring users understand product features and best practices
- Demonstrate patience, adaptability, and the ability to tailor explanations to audiences with varying technical backgrounds
Application process
- Submit your resume
- Answer the custom questions provided
- Feel free to add any additional information or documents you believe are relevant to your application
Our take
Access to healthcare for both humans and pets can often be unaffordable, but the nature of the situation means people are forced to find a way to pay. This often involves unfair lending rates or hidden fees within payment plans, a tactic that unfairly preys on those least able to afford it.
Scratchpay provides healthcare financing solutions for both human and pet healthcare, allowing customers to apply for payment plans across various time periods. The company provides its "Take 5" plan of five bi-weekly payments at zero percent interest, a plan which doesn't include hidden fees and is not subject to prepayment penalties or deferred interest.
The company has raised considerable funding which will be invested in developing new technology to help medical providers better connect with their clients and manage the end-to-end patient experience. Scratch is processing over $1 billion in payments annually, and is planning for further expansion as the popularity of buy now, pay later services continues to grow in the health care sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2022
$35m
SERIES C
Sep 2020
$0.8m
EARLY VC
Total funding: $58.9m
Company benefits
- 401(k)
Company HQ
Eagle Rock, Los Angeles, CA
Leadership
John Keatley
(Co-Founder & CEO)Experience as Director of Financial Planning & Analysis, Vice President of Finance, and CFO of Green Dot Corporation from 2004 to 2013. CFO of Klarna from 2013 to 2015.
Caleb Morse
(Co-Founder & President)Senior Analyst of FP&A & Revenue and Senior Director of Banking Operations for Green Dot Corporation from 2007 to 2012. Experience as CFO and Head of Growth for Meridith Baer Home.
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