Technical Support Specialist, Modern Treasury
$85-95k
Offers Equity
More information about location
Payment operations solutions
Open for applications
Payment operations solutions
101-200 employees
Open for applications
$85-95k
Offers Equity
More information about location
101-200 employees
Company mission
To transform how teams mov and track money - to support impactful businesses rooted in trust and transparency.
Role
Who you are
- 2+ years experience in customer facing roles at B2B SaaS companies in one or more of the following functions: technical support, customer success, sales engineering, product management, engineering, network operations
- Experience in process improvement and documentation
- Experience with case management solutions such as Zendesk, Salesforce Service Cloud, Linear, etc
- Knowledge of web connectivity and integration protocols such as JSON / XML, file transfer protocols such as FTP / FTPS / SFTP, API tools such as Postman, and API concepts such as idempotency and pagination
- Experience with business intelligence tools such as Looker, DataDog, and Sentry
What the job involves
- We are looking for a Technical Support Specialist to join our Customer Support team
- This role will report to the Manager of Customer Support and will have an immediate and lasting impact on our business by supporting core customers and products
- Contribute to the smooth day-to-day operation of the Support team, including managing customer escalations effectively. You will work primarily with Customer Success Managers (CSMs) on customer-facing communications and with Engineering on internal escalations to meet and exceed our service level commitments. You will also collaborate with Product, Bank Partnerships, Sales, Marketing, and Finance from time to time depending on the nature of individual customer requests
- Create, and maintain, self-help documentation for our customers. Members of the Support team are in the best position to identify opportunities to provide proactive support through our Help Center. You will work cross-functionally as you write documentation to ensure new and existing content is up-to-date and accurate
- Use data-driven methodologies to collate customer feedback and trends. Share relevant customer-specific and product-specific recommendations with Engineering and Product to alleviate recurring issues or develop new capabilities that increase our customers’ operational efficiency
- Assist in planning, developing, and implementing policies, procedures, performance standards, and training programs for the Customer Support team
- Leverage your SQL data analysis, business intelligence, and API troubleshooting skills to either resolve common technical questions or diagnose issues in-depth before triaging to the Engineering team
- We strongly believe that investing in personal and professional growth puts us in a position to deliver long-term value to our customers. This role offers a unique opportunity for growth in a value-driven company, and it sits at the intersection of our customers, our people, and our products
- During your first week you will:
- Complete our company onboarding process where you will learn all about Modern Treasury – our values, our history, our product, our brand – and meet various teams via small-group sessions alongside your onboarding peers
- Get acquainted with our products with self-guided and hands-on training with an onboarding buddy
- Develop an understanding of our customers, user personas, sales process, and customer stories
- Read our favorite industry primers
- During your first six weeks you will:
- Meet and build relationships with leaders and members of the Customer Success, Engineering, Product, Sales, and Marketing teams
- Shadow CSMs, and other Technical Support Specialists, while responding to customers’ daily support inquiries as part of your technical onboarding. Through this, you will gain a deep understanding of our customers, their use cases, and the various stages of their journey with Modern Treasury
- Become a technical expert in Modern Treasury’s product suite and partner closely with the Customer Success and Engineering teams to support our customers. This is an important step towards understanding our customers, the problems we solve for them, the processes we need to build, and the key decisions we need to make as we scale the Support team
- Be shadowed as you begin to respond to inbound support inquiries
- During your first six months you will:
- Support customers via email and Slack with a high degree of autonomy within our stated SLAs
- Own customer requests through resolution, working cross-functionally - with Product, Engineering, Customer Success and other teams - as needed
- Contribute to internal and external self-help documentation
- Identify areas of opportunity and manage projects to refine processes and systems accordingly to improve the customer experience
- Become a master in our application and API
Our take
Modern Treasury is a fintech company looking to modernize legacy B2B banking by accelerating the pace of payments. Its payments operation software offers real-time transaction tracking and an API or dashboard to help companies manage payments from a single place. With approximately $120 trillion in B2B business payments processed annually globally, Modern Treasury is tapping into a huge market opportunity.
Key to the success of its offering has been to renovate legacy payment methods, such as checks. Its software significantly reduces the processing time required to carry out transactions - and is applicable across a broad swathe of high-value sectors like real estate, healthcare, and financial services.
With rapid market expansion and accelerating digital transformation, Modern Treasury has experienced impressive growth since its 2018 founding, quickly achieving Unicorn status. Partnerships with Metropolitan Commercial Banks and products like Global ACH highlight suits value and adept navigation of a growing customer base.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Mar 2022
$50m
SERIES C
Oct 2021
$85m
SERIES C
Total funding: $183.2m
Company values
- Helping our customers build their own best companies
- Creating the conditions for personal and professional growth
- Making decisions for longevity
Company HQ
Union Square, San Francisco, CA
Articles
Leadership
Dimitri Dadiomov
(CEO)They studied at Stanford and Harvard, and have held senior positions at Foundation Capital and LendingHome.
Matt Marcus
(CPO)A Dartmouth graduate and former Y Combinator member, they previously worked at LendingHome as a Senior Software Engineer.
Sam Aarons
(CTO)They studied Computer Science at Columbia and were a Senior Software Engineer at LendingHome.
Salary benchmarks
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