About us

• The company is a fast-growing fintech platform built for construction businesses.
• The product helps customers manage invoicing, bill payments, cards, reconciliation, and accounting workflows in one place.
• Customers are busy contractors and construction teams who need clear, practical help when money movement, payments, and accounting workflows are not working as expected.

Role

• We are looking for a Customer Success Specialist who is fully bilingual in English and Spanish.
• This role is remote in Canada and requires legal authorization to work in Canada.
• You will be the bridge between customers who need their money to move and the team that built the product.

Key responsibilities

• Own customer support across Intercom, email, and phone in both English and Spanish.
• Diagnose issues across payments, invoicing, cards, QuickBooks sync, and related product workflows.
• Resolve customer issues directly when possible, or bring engineering clear, reproducible context when escalation is needed.
• Re-engage users who started but did not finish applying, understand what blocked them, and help them complete the process.
• Onboard new customers and help them adopt the product successfully.
• Identify patterns from customer conversations and turn them into actionable feedback for product and engineering.
• Help build support playbooks, documentation, FAQs, and repeatable customer-success processes as the company scales.

Qualifications

• Fully bilingual English and Spanish communication, written and spoken.
• 3+ years of customer success, customer support, technical support, fintech support, or similar customer-facing experience.
• Strong problem-solving instinct and comfort investigating issues instead of only logging tickets.
• Ability to explain technical or banking/payment concepts in plain language to non-technical users.
• Genuine empathy, curiosity, and comfort de-escalating frustrated customers.
• Comfort with ambiguity and early-stage startup environments where processes are still being built.

Nice to have

• Experience with tools such as Segment, PostHog, Knock, Intercom, Slack, Attio, Quo, Linear, or similar tools.
• Fintech, banking, payments, construction, or complex-product support experience.
• Experience supporting non-technical users.
• Startup experience.

Interview process

• 30-minute video call with the hiring manager.
• Assignment.
• 15-minute conversation with the founder.
• All job offers require the first two weeks in person in San Francisco.