Product Support Expert

| Greater NYC Area
At Abacus, we're reimagining the way businesses move money, starting with the first real-time employee expense system. We’re excited about building tools that are not only effective but enjoyable for everyone to use. Our customers drive everything we do, and as a Product Support Expert you will be working with customers on the front line via email and chat, and translating their feedback into insights for our Product and Engineering teams.
We love talking to our customers and we are heavily invested in their success. You will be the go-to resource for our customers, making sure that they're getting the most out of Abacus. We're looking for people who are excited about solving complex problems, and synthesizing customer insights into actionable ideas. Not only will you be the voice of Abacus outside the organization, educating current and new customers, but you’ll also be the voice of the customer within the organization, advocating on their behalf, and directly influencing our product roadmap.
This position is a great opportunity to learn the basic building blocks of a startup while helping shape the Customer Success team at Abacus. You will report to the Product Support Team Lead, and can expect room for learning and growth.

What will you be doing here?

  • The majority of your day will be spent answering incoming support emails and live chat inquiries dealing with how-to questions and technical issues in a knowledgeable and articulate manner
  • Rooting out customer pain-points and influencing processes around reporting so that we can make data driven decisions
  • Collaborating with our product and engineering teams, influencing product roadmap and being a knowledgeable resource for your co-workers
  • Finding creative ways to reduce friction and make our customer experience seamless
  • Leveraging internal tools to best support customers and increase productivity
  • Confirming, reproducing, and escalating potential product defects with proper documentation
  • Creating and updating support collateral
  • Thoroughly learning as many aspects of the Abacus software to become a true product expert by remaining up-to-date with Abacus’ latest product updates and releases
  • Other ad-hoc duties as assigned by Product Support Team Lead

What would make you a strong candidate?

  • Bachelor's Degree is required
  • 1-3 years in a customer-facing role
  • Excellent verbal and written communication skills
  • Natural problem solver with a genuine desire to help others
  • Ability to remain organized while multitasking
  • Eager to learn something new every day
  • Strong interest in technology
  • Interest in building scalable processes
  • Ability to empathize with customers
  • Keen attention to detail
  • Obsessed with inbox zero
  • Ability to work collaboratively in a team environment

What would be nice to have?

  • Finance or accounting experience
  • Strong writing background
  • Experience with HelpScout, Zendesk or any other CRM software

If this sounds like what you’re looking for, we’d love to hear from you! Send us your resume and help us understand why you want to work at Abacus in just a few sentences.
Building a diverse and inclusive workplace is core to our values at Abacus. We welcome people of all different backgrounds, experiences, perspectives, and abilities.
Abacus does not accept unsolicited resumes from recruiters and will not consider payment regarding recruiter fees.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • TumblrCMS
    • WordpressCMS
    • SalesforceCRM
    • MailgunEmail
    • MarketoLead Gen

Location

Located in a neighborhood with lunch options galore and close to Bryant Park, Abacus is an easy walk to most subways and commuter trains!

An Insider's view of Abacus

What are some social events your company does?

Pancake breakfast is a big tradition at Abacus - each month a few people are picked to make the entire company a breakfast of their choosing. We also rotate members on our fun committee each quarter to plan unique outings for the whole team.

Ted

Chief Product Officer

What's the biggest problem your team is solving?

Abacus is changing the game for expense reporting software. Other platforms out there have really just digitized an old, outdated process. We're solving the problem in a different, more efficient way and really helping growing teams with a more scalable solution.

Bethany

Vice President of Marketing

How has your career grown since starting at the company?

I started my career at Abacus as a Business Development Representative. During my time here, I have had the opportunity to become the inaugural Account Manager and was then promoted to Director of Customer Success. As a small team that values people greatly, there's always an opportunity to gain exposure to new areas and to mold your own path.

Kalie

Director of Customer Success

How do your team's ideas influence the company's direction?

Team members at Abacus are willing to let their guard down and be vulnerable. This is the foundation required to create a trusting environment in which colleagues can vigorously disagree with one another. We believe this leads to better ideation and solutions.

Omar

CEO

What are some social events your company does?

Every quarter we name a Fun Committee to plan outings for the team. We’ve done axe throwing, a harbor cruise, karaoke, rooftop bars. It’s a really fun way to get to know each other out of the office.

Lenny

Content Marketing Manager

What are Abacus Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
All full-time employees are offered 100% paid medical, dental, vision, disability, and life insurance with 90% paid for families and dependents.
Life Insurance
Retirement & Stock Options Benefits
401(K)
Saving for the future is an important part of everyone's career plan, so we offer a matching contribution to help grow your nest egg
Vacation & Time Off Benefits
Generous PTO
To support employee life outside of the office, Abacus offers generous PTO, plus calendar holidays, quarterly floating holidays, partially paid paternal leave and more.
Paid Volunteer Time
Employees can volunteer up to four hours per month with the local non-profit and community organizations of their choice.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
We support employee growth through paid continuing education opportunities, career advancement and job transfers from within.
Tuition Reimbursement
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