Product Support, Bridge

Who we are

About Bridge

Were creating an entirely new payments platform built with stablecoins to simplify global money movement. Bridge enables faster cheaper payments and borderless access to dollars via stablecoins. Through our APIs businesses can send and receive funds across borders faster / cheaper vs. SWIFT and other fiat-only rails. Our virtual accounts enable international consumers and businesses to easily access store and spend US dollars. Our payouts infrastructure enables platforms to disburse USD to anyone globally. We believe many trillions of dollars will move and settle through stablecoin payment rails. Bridge is pulling this future forward.

We have a small team of people who have previously built financial infrastructure at some of the worlds leading companies (Coinbase Stripe Square Brex Upstart DoorDash Airbnb) and each and every one of them chose Bridge because they fundamentally believe that stablecoins will be a critical piece of financial infrastructure that allows for the improvement of global money movement.

What youll do

As part of our growing Product Support team you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshootingits about using your technical expertise analytical mindset and project management skills to strategically improve our support systems processes and product quality.

You will own complex technical user issues and coordinate with cross functional teams including Engineering and Product to drive them to resolution. A deep understanding of SQL and APIs will allow you to engage with these teams effectively analyze data to inform decisions and propose solutions that drive operational efficiency. Your work will focus on scaling support operations creating better user experiences and pushing forward continuous improvements.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction utilizing SQL to extract and interpret data and leveraging your knowledge of API documentation.
• Develop product and platform expertise working closely with Engineering Product and Operations teams to diagnose and resolve user issues.
• Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience incorporating data-driven insights and metrics.
• Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT) Contact Rate and SLA compliance.
• Create and refine documentation to empower users to resolve issues via self-service reducing dependency on support teams.
• Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback ensuring long-term product reliability.
• Lead cross-functional projects aimed at identifying inefficiencies in current processes and drive the implementation of long-term solutions.
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

Who you are

Were looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements you are encouraged to apply. The preferred qualifications are a bonus not a requirement.

Minimum requirements

• 5 years of experience in a customer-facing product support role with a focus on troubleshooting technical issues.
• Proficiency in SQL for data analysis and querying with the ability to interpret datasets.
• Experience working with APIs.
• Exceptional problem-solving skills capable of diagnosing complex issues and driving them to resolution.
• Proven experience in stakeholder management with the ability to influence cross-functional teams and drive progress.
• Experience in project management particularly in optimizing processes workflows or support operations.

Preferred qualifications

• Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
• Comfortable explaining technical concepts to both technical and non-technical stakeholders.
• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.