Technical Support Specialist, Scratchpay
Payment Systems
$65-75k
Healthcare financing provider
Job no longer available
Healthcare financing provider
21-100 employees
Job no longer available
$65-75k
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
- If putting compassion first, helping create groundbreaking products and continuously iterating & refining those products sound like you, then we encourage you to apply
- At least 2 years of hands-on experience in technical support within a SAAS (Software as a Service) environment
- Proven expertise in troubleshooting and problem-solving, particularly in payment and API integration-related features. Ability to tackle intricate customer issues through meticulous documentation review, noting reproducible steps, and collaborating seamlessly with cross-functional teams
- Exceptional verbal and written communication abilities
- Demonstrated capacity for managing priorities and thriving in a dynamic, fast-paced setting
Desirable
- Prior experience in fintech technical support or customer success roles
- Background in a high-growth startup environment
- Familiarity with managing ticketing and knowledge base platforms such as Confluence, ZenDesk, Front, HubSpot, Stonly, etc
What the job involves
- Scratch Financial is on the hunt for a dynamic Support Operations Specialist to jump aboard our ever-expanding team
- As a crucial member, you'll be the go-to technical guru for the Scratch servicing team, mastering the ins and outs of our cutting-edge payment processing and communications products
- But that's not all – we need someone with the knack for scaling support operations to new heights
- Your mission? Craft and upkeep vital documentation for both internal and external audiences, while also spearheading the implementation of innovative processes to turbocharge support efficiency
- Join us in revolutionizing the way we support our customers!
- Technical Support and Cross Functional Collaboration
- Be the go-to expert for Scratch’s payment processing and communications solution and its extensive integrations, ensuring top-notch support for customers and coaching frontline agents
- Champion customers and agents within Scratch, collaborating closely with Product and Support teams to prioritize customer feedback and address pain points effectively
- Investigate and resolve technical escalations promptly, triaging and escalating product bugs to the respective teams via Jira
- Process Improvement and Documentation Management
- Identify opportunities for Scratch to automate and scale servicing processes, enhancing client support efficiency (e.g., creating self-service guides to streamline onboarding)
- Devise innovative processes to reduce overall ticket volume and handle time
- Enhance internal and external product documentation to ensure clarity and usefulness
- Assist in implementing and updating tools such as chatbots or real-time assist cards to optimize support efficiency
- Onboarding
- Conduct live customer onboarding calls for the Scratch platform as necessary, providing comprehensive guidance on utilizing payment processing or communications product offerings
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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