Support Specialist
Position Overview
Join 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 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.
Requirements
Experience Background Skills
3+ years of experience in technical support level 2
Strong understanding of Software products, APIs, Integrations, Frontend/Backend
Proven track record in ticket management and customer communication
Ability to troubleshoot/debug technical issues and provide clear, verified tickets to engineers
Core Competencies
Excellent written and verbal communication skills
Strong organizational and time management abilities
Problem-solving mindset with attention to detail
Ability to work in a fast-paced environment and manage multiple priorities
Customer-focused approach with empathy and patience
Team player with a collaborative attitude
Performance Standards
Resolve L2 tickets, minimizing escalation
Maintain a low ticket reopening rate
Meet all SLA requirements for response times
Achieve high customer satisfaction scores
Complete all reporting requirements on schedule
Specialization Areas
Primary Focus: L1+L2 Support for Veryfi platform clients and expense management product
Key Responsibilities
Ticket Management & Customer Support
First Response Excellence: Serve as the primary point of contact for all technical support inquiries, providing professional and timely initial responses
Ticket Triage & Routing: Monitor, route, and accurately categorize incoming support requests by product, urgency, and issue type
SLA Adherence: Meet strict response time requirements
Queue Management: Efficiently prioritize tickets based on severity, maintain proper status updates, and ensure organized ticket workflow
Customer Communication: Maintain professional, empathetic communication while setting clear expectations and providing step-by-step guidance
Documentation & Knowledge Management
Knowledge Base Maintenance: Keep both internal and external knowledge bases updated with new solutions and changes
Documentation Creation: Document common issues, resolutions, and troubleshooting steps for team knowledge sharing
Template Management: Use and maintain templated responses (macros) to improve efficiency and consistency
Process Improvement: Contribute to support process improvements based on customer feedback and team insights
Reporting & Analytics
Performance Tracking: Monitor and report on support metrics, response times, and SLA adherence through weekly dashboard reporting
Regular Reporting: Provide monthly reports on support goals achievement and performance metrics
Progress Reviews: Conduct weekly escalation and blocker reports
Team Collaboration
Knowledge Sharing: Participate in regular support team meetings and contribute to continuous improvement initiatives
Escalation Management: Effectively escalate issues to specialized teams (SDR/AE/AM/TAM) with complete context and proper handoff
Cross-functional Communication: Share insights and observations with product and development teams
Continuous Learning: Stay updated on product changes, updates, and industry best practices
Growth Opportunities
This 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 experience
Y Combinator Network: Access to an incredible ecosystem of startups, mentors, and investors through our Veryfi platform
Growth Opportunity: Join us at an exciting stage where your role will evolve as we scale our platform
Learning Environment: Work alongside experienced founders and learn the ins and outs of building a successful startup