What will you do? As Spade's technical product support specialist, you'll be the first line of defense for customer technical issues and the bridge between customers and internal teams. You'll troubleshoot problems, build solutions using our internal tools, and surface insights that drive product improvements. You will:

• Serve as the primary technical support contact for customers, triaging and resolving tickets while escalating complex issues to Engineering and Data teams as needed
• Create and refine product rules to address customer issues and drive incremental improvements, working both independently and with contractor resources
• Monitor product performance using Hex, SQL, and internal dashboards, identifying trends and surfacing insights to Data, Product, and Engineering teams for larger improvements
• Partner with Account Management and Solutions Engineering teams to ensure they have the metrics, performance data, and context needed to manage customer relationships effectively
• Document troubleshooting processes and resolutions to build institutional knowledge

What experience, skills, and qualifications are necessary?

• Must have:

• 2+ years in a customer support role, supporting a technical product

• Strong customer service orientation with excellent written and verbal communication skills

• Ability to triage, prioritize, and solve technical problems independently

• Proficiency with SQL, Excel/Sheets, and data analysis

• Detail-oriented, process-driven approach with eagerness to improve systems and workflows

• Nice to have:

• Experience working in high growth startups

• Familiarity with BI tools like Hex, Looker, Tableau, etc

• Familiarity with ticketing systems (we use Pylon)

Why join Spade?

• Be a cultural founder. As an early employee, you'll play a meaningful role in defining and building our culture.
• Get in on the ground floor. We're a small but well-funded team – joining now comes with limited risk and unlimited upside.
• Build the next generation of financial infrastructure. Our products will power the next wave of innovation in fintech, helping our customers deliver better, more transparent products and services to the consumer.

Benefits include:

• Competitive compensation and equity package
• Full medical, dental, and vision benefits for US-based employees
• Short-term disability insurance
• Unlimited PTO
• Early exercise program and extended post-termination exercise period
• 401K for retirement planning
• Hybrid team, with pet-friendly headquarters in NYC
• Paid parental leave
• $750 work-from-home setup stipend and $125 monthly lunch stipend

Diversity & Inclusion at Spade: Spade is an equal opportunity employer, committed to building a culture that is diverse, equitable, and inclusive. We believe that having people with different backgrounds, experiences, abilities, and perspectives not only helps us build the best products for our customers, but also helps us be the best version of ourselves.

As part of our commitment to health and safety, Spade requires employees to be fully vaccinated against COVID-19 as permitted under applicable law.

Salary Range:

• At Spade, we view total compensation as consisting of salary + equity + benefits. We recruit motivated and high performing talent, and work to compensate people in line with the value they bring to our team.
• We aim to pay fairly and competitively, and consider a number of factors in developing compensation offers. These factors include years and breadth of experience, interview performance, market dynamics, and internal equity.
• The anticipated cash salary range for this role is $90,000 - $100,000. An equity grant will also be provided.