Support Technical Account Manager

November 7

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PayNearMe

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Financial services innovation • Financially underserved • Alternative financial services • ACH • Credit

201 - 500

Description

• Provide technical consulting and support, serving as a trusted advisor to improve customer experience. • Drive support queue, manage handoffs, escalation / incident management, root cause analysis, and contribute to the team knowledge base. • Use Zendesk as the primary support channel, with frequent use of email, phone, chat, and virtual meetings. • Apply a consultative approach to understand client needs and provide data-driven solutions to optimize performance and satisfaction. • Collaborate closely with both internal stakeholders and external partners to minimize disruption, resolving technical and business issues proactively. • Participate in periodic on-call duties and rare afterhours escalations for assigned clients, providing trusted support during critical situations. • Leverage AI and data reporting tools to streamline problem-solving, enhance customer insights, and drive efficient resolutions. • Serve as a trusted advisor and technical consultant for PayNearMe’s top clients by: Acting as the primary technical support contact, receiving launch handoffs from the project team and providing consultative guidance on new product adoption and best practices. • Managing escalations, configuration changes, product improvements, defect resolutions, and support plans to ensure alignment with client objectives. • Conducting data analysis to support decision-making, monitor SLA adherence, and track performance, helping drive client operations and inform product enhancements.

Requirements

• Technical Support Engineer or Senior Analyst level experience with a strong focus on consultative service and trusted advisory practices. • Demonstrated technical aptitude with software platforms, web/mobile applications, data and API interfaces, and emerging AI tools. • Strong analytical problem-solving skills, with attention to detail and a focus on proactive customer support and incident management. • Exceptional verbal, written, and presentation skills with an emphasis on consultative communication and customer advocacy. • Ability to advocate for clients within PayNearMe while providing expert guidance on product usage, configuration, and incident prevention. • Experience with data analysis for decision-making

Benefits

• Base salary per year (paid semi-monthly) • Fast-paced and professional work culture • Stock options with standard startup vesting - 1 year cliff; 4 years total • $50 monthly communication expense stipend to go towards your phone/internet bill • $250 stipend to enhance your WFH setup • Reimbursement for peripheral equipment: monitor (up to $400), keyboard and mouse (up to $200) • Premium medical benefits including vision and dental (100% coverage for employees) • Company-sponsored life and disability insurance • Paid parental bonding leave • Paid sick leave, jury duty, bereavement • 401k plan • Flexible Time Off (our team members typically take off ~3-4 weeks per year) • Volunteer Time Off • 13 scheduled holidays • Quarterly in-person team meet-ups (2-3 days, company paid)