Product Support Specialist

Summary

Join Circit, a rapidly growing B2B SaaS company, as a Product Support Specialist. You will play a critical role in supporting a key product powered by Open Banking APIs and Banking integrations. This position requires troubleshooting technical issues, prioritizing customer requests, and collaborating with various teams. You will need a Bachelor's degree in a STEM or business-related field and 1-3 years of experience in technical/customer support. The ideal candidate is a problem-solver with excellent communication skills and the ability to manage multiple tasks effectively. Circit offers a competitive salary, share options, remote work flexibility, and opportunities for career growth.

Requirements

• Bachelor’s degree in a STEM or Business-related field
• 1-3 years experience in a technical / customer support role
• An eye for solving problems and continuous improvement
• Excellent communication and collaboration abilities
• Demonstrable multitasking and time management skills

Responsibilities

• Have a deep understanding of the product’s flow and potential pain points for customers and users
• Support customers and users with authorization flows and where applicable ensure documentation made available to users is accurate and up to date
• Troubleshooting and categorizing inbound technical issues and proactively monitoring the product, raising issues to the product team where required
• Liaise directly with banks where external investigation and/or resolution is required directly with the provider
• Prioritize issues and ensure timely and professional communication with customers until a ticket’s resolution
• Ensure details of issues and their progression are recorded on ticketing systems where required
• Take ownership of end-to-end processes and look to evolve and enhance them as the product scales and evolves over time
• Work closely with support, customer success and product teams
• Regularly report key metrics relating to support, trends and any other relevant updates to business stakeholders to help drive product development and ensure quality throughout

Preferred Qualifications

• Previous experience in a SaaS startup environment particularly FinTech
• Previous experience with API documentation and basic knowledge of JSON
• Previous experience with ticketing systems such as Intercom
• Previous experience with project management tools such as Asana
• Previous experience with product development and monitoring tools

Benefits

• Competitive salary with participation in the share option scheme
• A small team with a friendly environment that promotes autonomy for you to self-manage your time
• Remote working and flexible working hours
• Great opportunity for career progression with hands on experience