Customer Support Representative

Support SpecialistPosition OverviewJoin Veryfi as a Support Specialist for our Y Combinator-backed platform and become the first point of contact for all technical support inquiries. This dynamic role combines customer support excellence with technical problem-solving responsibilities. The ideal candidate will thrive in our fast-paced startup environment, demonstrate strong technical aptitude, and maintain exceptional customer service standards while managing multiple support channels. You'll be joining a growing team where your impact will be immediately visible and your contributions will directly shape our customer experience. Key ResponsibilitiesTicket Management & Customer SupportFirst Response Excellence:

Serve as the primary point of contact for all technical support inquiries, providing professional and timely initial responsesTicket Triage & Routing: Monitor, route, and accurately categorize incoming support requests by product, urgency, and issue typeSLA Adherence: Meet strict response time requirements Queue Management: Efficiently prioritize tickets based on severity, maintain proper status updates, and ensure organized ticket workflowCustomer Communication: Maintain professional, empathetic communication while setting clear expectations and providing step-by-step guidanceDocumentation & Knowledge ManagementKnowledge Base Maintenance: Keep both internal and external knowledge bases updated with new solutions and changesDocumentation Creation:

Document common issues, resolutions, and troubleshooting steps for team knowledge sharingTemplate Management: Use and maintain templated responses (macros) to improve efficiency and consistencyProcess Improvement: Contribute to support process improvements based on customer feedback and team insightsReporting & AnalyticsPerformance Tracking: Monitor and report on support metrics, response times, and SLA adherence through weekly dashboard reportingRegular Reporting: Provide monthly reports on support goals achievement and performance metricsProgress Reviews: Conduct weekly escalation and blocker reportsTeam CollaborationKnowledge Sharing: Participate in regular support team meetings and contribute to continuous improvement initiativesEscalation Management:

Effectively escalate issues to specialized teams (SDR/AE/AM/TAM) with complete context and proper handoffCross-functional Communication: Share insights and observations with product and development teamsContinuous Learning:

Stay updated on product changes, updates, and industry best practicesRequirementsExperience & Background3+ years of experience in technical support, customer service, or related field (startup experience a plus!)Proven track record in ticket management and customer communicationExperience with support tools (Intercom + AI Bots & Flows) and CRM (Hubspot) systems is a plusComfort working in a fast-paced startup environmentTechnical SkillsStrong technical knowledge and aptitude for learning complex software productsAbility to troubleshoot technical issues and provide clear solutionsExperience with API support and technical integrations Familiarity with billing systems and subscription managementCore CompetenciesExcellent written and verbal communication skillsStrong organizational and time management abilitiesProblem-solving mindset with attention to detailAbility to work in a fast-paced environment and manage multiple prioritiesCustomer-focused approach with empathy and patienceTeam player with collaborative attitudePerformance StandardsResolve L1 tickets without escalationMaintain low ticket reopening rateMeet all SLA requirements for response timesAchieve high customer satisfaction scoresComplete all reporting requirements on scheduleSpecialization AreasPrimary Focus:

L1+L2 Support for Veryfi platform clients and expense management productGrowth OpportunitiesThis role offers opportunities to become a subject matter expert on our Veryfi platform integrations, understand customer use cases, and contribute to the development of integration timelines. As Veryfi grows our Y Combinator-backed platform, you'll have direct access to leadership and the opportunity to shape our support processes from the ground up. Exceptional performance in stretch goals focusing on measurable business impact will be key factors in raise and promotion decisions. Why Join Veryfi?Early-stage Impact:

Your contributions will directly influence our Veryfi platform and customer experienceY Combinator Network: Access to an incredible ecosystem of startups, mentors, and investors through our Veryfi platformGrowth Opportunity: Join us at an exciting stage where your role will evolve as we scale our platformLearning Environment: Work alongside experienced founders and learn the ins and outs of building a successful startup