Product Support Specialist

Company Overview

Promise empowers utilities and government agencies to create flexible, affordable solutions for individuals struggling with debt. Our innovative approach to payment plans and relief distribution significantly improves enrollment and recovery rates, helping individuals clear debts faster and reducing delinquencies for our partners.

We treat people facing financial difficulties with respect and dignity, providing the tools and resources they need to thrive. Our team includes experts from companies like Palantir, Google, Stripe , and esteemed government leaders.

Backed by over $50 million in funding from top investors such as 8VC, Kapor Capital, XYZ Ventures, and Howard Schultz, we've been recognized as one of Fast Company's "World's Most Innovative Companies of 2022."

Role Overview

At Promise, we believe in making an impact where it matters most—by building solutions that empower our customers and the communities they serve. As our first Product Support Specialist, you will play a critical part of that mission, ensuring that our customers receive the support they need to succeed.

In this role, you’ll be a trusted partner to our customers, helping to navigate technical challenges and maximize the value of our products. You’ll also contribute to improving how we deliver support and shaping scalable systems that enable long-term success.

What You’ll Do

• Customer Success: Act as a key point of contact for customers, providing technical assistance and guiding them through onboarding and product use. Create training materials, lead onboarding sessions, and assist with escalated customer issues.
• Operational Execution: Manage key support workflows, including: JIRA issue resolution, QA processes, compliance workflows, and finance-related tasks. Proactively identify and resolve technical challenges like file submissions and system integration issues.
• Process Improvement: Develop and maintain SOPs for compliance file management, QA workflows, and recurring customer support activities. Continuously identify opportunities to streamline and enhance operational efficiency.
• Strategic Contribution: Help shape a scalable support model by solving immediate challenges while identifying long-term opportunities for improvement across product lines.
  
  

What Will Enable You

• Experience: 3-5 years in a customer support, technical operations, or related role, preferably in fast-paced or dynamic environments.
• Technical Aptitude: Strong technical skills, with experience in troubleshooting tools like JIRA and QA workflows.
• Problem-Solving Expertise: A proactive approach to identifying challenges and implementing scalable solutions.
• Customer-Centric Mindset: A passion for delivering exceptional service and ensuring customer success.
• Strong Communication: Ability to create clear, concise documentation and explain complex ideas empathetically.
• Adaptability: Thrives in a fast-paced environment with evolving priorities and challenges.
  
  

Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. Additionally, the Company complies with applicable state and local laws governing non-discrimination in employment in every jurisdiction in which it operates. Promise is committed to promoting diversity and inclusion in the workplace. We also provide reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and those with sincerely held religious beliefs, in accordance with applicable laws.

Promise engages in US government contracts and restricts hiring to US persons, which includes US citizens and permanent residents (e.g., Green Card holders). Additionally, candidates must reside in the US.