Product Support Specialist

Financial institutions process billions of transactions every day across cards, ACH, wires, and third party aggregators. But most of that data is difficult to use. Descriptions are inconsistent, merchant names don’t match, and categories vary by payment type.

Spade’s API takes these raw, messy transactions, and in <50 ms, returns clean, structured records linked to verified businesses in our proprietary database. Building on that foundation, our agent layer leverages this enriched data to automate insights and decision-making. Customers including Stripe, FIS, Bilt, Corpay, and Mercury use Spade to authorize more transactions, personalize experiences, power rewards programs, and more. We lead the market in merchant coverage, speed of enrichment, and data accuracy, enriching hundreds of billions of dollars in transaction volume every month.

Spade is a fast growing, Series A company backed by industry experts and top tier investors (including a16z, Flourish Ventures, Y-Combinator, and Gradient Ventures). We’re a lean and execution-oriented hybrid team, passionate about building exceptional products for our growing customer base. We care deeply about diversity of background, experience, and opinion. We value empathy, curiosity, and passion, and strive to create an environment where individuals have autonomy and the ability to take ownership over their work.

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

• 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)

• 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. 

• 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

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.

• 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.