Support Associate, Middesk
Business credit check and verification services
Open for applications
Business credit check and verification services
21-100 employees
Open for applications
21-100 employees
Company mission
To accelerate the economy by scaling trust between businesses.
Role
Who you are
- We’re looking for someone who is excited to work with our customers and deliver best-in-class support by going above and beyond to exceed customer expectations
- 1-2 years of experience in customer support, customer service, or a related field, preferably within a SaaS or technology-driven environment
- Strong communication skills with the ability to convey complex information clearly and empathetically
- Demonstrated ability to troubleshoot technical issues and provide practical solutions
- Exceptional attention to detail with the resourcefulness to find solutions and resolve issues effectively
- Experience working with support ticketing systems and CRM tools
- A proactive problem-solver with a customer-first mindset, able to work independently and as part of a team
- Familiarity with industry trends and a desire to continually learn and grow within the support function
What the job involves
- As part of Middesk’s Customer Experience team, you will play a central role in ensuring our customers continually find value in our products by answering their questions and troubleshooting any issues that arise. Your contributions will directly impact how our customers use the Middesk product
- As a Support Associate, you will be a critical part of our support experience, with the opportunity to help us continuously develop a product that our customers love. You will do this by supporting our customers daily, listening to their feedback, and serving as their advocate internally
- Develop a deep understanding of Middesk’s products and services to effectively address customer inquiries and issues
- Provide prompt, friendly, and knowledgeable support to customers through various channels, including email, chat, and phone
- Collaborate closely with the Product, Engineering, and GTM teams to identify and troubleshoot product issues, ensuring timely resolution
- Document customer interactions and issues accurately to help inform product improvements and enhance the customer support experience
- Assist in creating and maintaining support resources, such as FAQs, help articles, and training materials, to empower customers and reduce common inquiries
- Monitor and report on customer support metrics, using data to identify trends, improve processes, and elevate the customer experience
Our take
Middesk helps businesses screen, verify, and run risk and compliance checks on customers and other businesses. The founders developed the business after experiencing first-hand the often laborious process of manual identity verification, a process which has proven a pain point for many businesses historically.
This hands-on experience helped land Middesk seeding from heavyweight investors Sequoia and Accel. The company's focus is on businesses with stringent regulatory risk requirements, with a special focus on businesses involved in financial aspects like credit and payroll. Middesk’s focus on this sector opens them up to a growing, lucrative market as more businesses than ever are demanding services comparable to retail banking, credit unions and community banks.
Testament to the value of their offering is Middesk’s recent partnership with challenger bank tech platform Agora Services. The challenger bank sector is taking off fast too, and if Middesk can establish a strong reputation for servicing this burgeoning industry, they stand to win big.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2022
$57m
SERIES B
Mar 2021
$16m
SERIES A
Total funding: $77.2m
Company benefits
- Healthcare: We take care of you premiums for medical, dental, and vision
- Unlimited PTO: We have an unlimited PTO policy and encourage you actually to use it
- Ownership: We offer a stake in the company to every full-time employee through stock options
- 401(k): We make it easy to save money for retirement
- Parental leave: We offer three months of paid parental leave to any parent
- Hybrid work: We have offices in San Francisco and New York and also offer the ability to work remotely
- Catered lunches: We offer catered lunches on days that you're in the San Francisco or New York office
Company values
- Be customer-first: Stay motivated by solving real customer problems. Make each interaction meaningful and embrace the path to help our customers succeed
- Be an owner: Identify and tackle problems, take pride in your work, and measure impact. When you find an opportunity to improve the status quo, take it on!
- Act with urgency and purpose: Move quickly and simplify. Solve the problems we have today in ways that allow us to move even faster in the future
- Drive results together: Choose teamwork. Share your opinion, ask questions, understand where others are coming from, and move forward as a unified front
- Embrace the journey: Dream big and be open to taking risks. Innovation happens through optimism, positivity, rigorous thinking, and hard work
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Kyle Mack
(Co-Founder & CEO)Previously worked at AnyPerk as an Account Executive and Sales Team Lead, and at Checkr as a Sales Lead, Director of Strategic Sales, and Director of Solutions. They have served as a Scout at Sequoia Capital since 2020.
Kurt Ruppel
(Co-Founder)They studied Cognitive Science at Berkeley before working as a Software Engineer at multiple companies, including Zendesk.
Salary benchmarks
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