Customer Support & Success Associates at Heron Data (S20) $95K - $150K • 0.05% - 0.10% We automate document-heavy workflows in financial services and beyond New York, NY, US Full-time US citizen/visa only 1+ years About Heron Data We are Heron Data, a Series A stage company based in New York and London. At Heron, we use the latest advances in AI and LLMs to automate document processing. Our software handles emails, analyzes attachments, and takes actions like updating CRMs or requesting more info to execute workflows end-to-end for our customers. We serve a range of businesses including some of the world's largest fintechs, banks and other specialty finance companies, commercial insurers, and more. Our largest product automates underwriting for small business lenders and other specialty finance companies. We eliminate cumbersome manual processes and enable our customers to provide their services with much greater speed, precision, and fairness. We are a rapidly growing company with over 150 customers in financial services and beyond who trust us to be embedded in critical processes - without us, their businesses stop. We analyze tens of thousands of documents a day, including over 20 million individual bank transactions daily for our customers. We continue to grow into more segments and workflows: further into lending, banking, insurance. And we think there's much more we can do! We are a lean, scrappy and committed team with a flat structure and collaborative culture. Our team brings together a wealth of experience from great tech companies including Facebook, Spotify, Revolut and many other startups from around the world. With team members from five different continents, we embrace multiculturalism and diversity. From company events to everyday interactions, we make sure everyone feels welcome and accommodate all cultural and dietary requirements. Since our launch in September 2020, at the end of the S20 batch, we've experienced a lot of growth! Today, we serve over 150 customers and have over $7M in ARR. Read more about our mission here About the role Customer Support & Success Associates We are seeking highly productive and customer-focused problem solvers who will ensure our clients get the most out of Heron. You’ll take ownership of customer support and proactive success management, all while pulling together recurring feedback to inform what our engineers build. If you’re dependable, detail-oriented, and thrive on helping customers succeed, we’d love to hear from you. The Opportunity From day one, you’ll be hands-on: helping customers get started, resolving live support issues, and feeding back what you learn to our engineers to make the product better. You’ll be a key part of our NYC team, working directly with founders, engineers, and customers. When a process is unclear, broken, or missing entirely, you’ll help design and improve it. As Heron grows, you’ll have the chance to expand your scope across product, success, and operations. If you thrive in a fast-paced environment and love making customers successful while improving how things work, this role is for you. What You’ll Do This is a hands-on, customer-facing role focused on running and improving core processes. Examples of what you might do: Support existing customers: respond to and resolve technical issues to keep things running smoothly. Drive customer success: deeply understand our customers’ workflows, how they use Heron, and how we can deliver even more value to them. Improve our operations: help us run a tighter ship by refining our tools and internal workflows. Shape the product: surface recurring issues or feature gaps to inform what we build. What We’re Looking For We expect that strong candidates will have the following experience: Customer success or account managers – you’ve owned customer relationships and outcomes, and you’re eager to get closer to the product by solving problems hands-on and feeding insights directly into engineering Support engineers or technical customer operations professionals - you are used to fixing customers’ biggest and most urgent issues and this is your opportunity to take even more ownership of customer relationships and a product Operations generalists with technical and/ or customer-facing experience in startups or professional services/ consulting - you’ve built a strong skillset and now want to dive into deploying software for customers Regardless of specific background, our ideal hire will be: Detail-oriented and dependable: You catch issues others might miss and can be trusted to follow through with minimal oversight. Highly productive: You get a lot done and thrive in fast-paced, high-output environments. You take pride in making problems disappear. Technically inclined: You’re not an engineer, but you’re confident working with data, understanding technical systems, and digging into details. A natural problem-solver: You’re resourceful and persistent. When something’s broken, you roll up your sleeves and figure it out. A clear communicator: You explain things clearly and concisely, whether to a customer or a teammate. Above all else, we value people who want to make an impact in their work. Here are some of the behaviors that we expect of all Herons: Scrappy and creative: when faced with an obstacle, you will either overcome it by pure determination (i.e., by hand), or find an unconventional approach or ‘hack’ to navigate it. Persistent: you may not always find the right answer or person immediately, but you're motivated to keep on trying until you do so. You’ll go the extra mile - including Flying to Gainesville - if that’s what it takes. Pilot not passenger: at a fast-growing company like Heron we need people who jump on opportunities unprompted and drive them to a great outcome, rather than folks who wait to be told what to do. Excited to work in a fast-paced, high-growth, team-based environment: we aim to move quickly and decisively, but together. You’ll be a great team player and do what it takes for the team to succeed. What You Can Expect as a Heron Competitive compensation, including equity Based full-time, and in-person in our NYC office, with occasional travel to customers (across the country) and company retreats (often in London) Your choice of top-of-the-line equipment to fit out your desk in our office Competitive benefits package: health, dental, vision with partial coverage for dependents; 401K; uncapped PTO; parental leave Free mental health support via Spill - on-demand access to therapy Weekly company lunches (always inclusive and vegan-friendly - especially if you like Vietnamese food!) Applicants from any background and gender are welcome and we have a zero tolerance policy on discrimination Technology For Frontend -- our customer dashboard is built with NextJS, using MUI, React, and TypeScript. We deploy our frontend apps on Vercel For Backend -- our backend applications are primarily written in Python using the Flask or FastAPI frameworks. We also use celery for async task processing. We have both a main monolith and also microservices. We containerize & deploy these applications on Kubernetes clusters or on managed compute (serverless) For ML — we have a variety of classification & prediction tasks that we deploy different models for, ranging from classic ML models / NLP techniques to fine-tuned LLMs For infrastructure — we use both GCP and AWS for different components. Some of our main components include Postgres database, Redis and RabbitMQ. All of our code repositories live in GitHub and we use GitHub actions extensively for CI/CD Interview Process Initial screen (20 minutes) - conversation to discuss what you're looking for, what Heron offers, and to see if there's a good fit. Take-home challenge and review (~3 hours in total) - a task which represents the work we would expect from you, followed by a review of the work with members of our team Team interviews (2-3 hours in total) - mix of technical and behavioral conversations with Heron teammates and founders. You'll get a feel for the people you'll work with and how we approach problems, and we'll get to know how you collaborate, communicate, and think. References - 2 references from people you've worked with who can speak to your impact, working style, and contributions in a professional setting.