Support Associate

About Middesk

Middesk makes it easier for businesses to work together. Since 2018, we’ve been transforming business identity verification, replacing slow, manual processes with seamless access to complete, up-to-date data. Our platform helps companies across industries confidently verify business identities, onboard customers faster, and reduce risk at every stage of the customer lifecycle.

Middesk came out of Y Combinator, is backed by Sequoia Capital and Accel Partners, and was recently named to Forbes Fintech 50 List and cited as an industry leader in business verification by digital identity strategy firm, Liminal.

As part of Middesk’s Customer Experience team, you will play a central role in ensuring our customers are continually finding value in our product/s by helping answer their questions and troubleshooting any issues that arise. Your contributions will have a direct impact on how our customers use the Middesk product.

We’re looking for an individual that is excited to work with our customers and deliver best in class support by being willing to do what it takes to exceed customer expectations. As a support associate, you’ll form a critical piece of our support experience and have the opportunity to help us in continually developing a product that our customers love by supporting our customers daily, listening to their feedback and being a voice for our customers internally.

We follow a hybrid work model, and for this role, there is an expectation of being onsite in our NYC office five days per week, working PST hours (11am EST – 7pm EST). That said, we offer some flexibility — while maintaining alignment with PST, team members are not required to stay in the office past 5pm EST. We are also considering remote candidates. Candidates based near our office should be within a commutable distance, as we value in-person collaboration and building strong team connections, while supporting flexibility where possible.

• Become an expert in our products and demonstrate that by being a go to resource for our customers and your colleagues

• Handle customer questions from start to finish autonomously

• Leverage email, video conferencing and phone calls to help our customers optimize their use of Middesk products including onboarding calls and ongoing support

• Contribute to documentation, internally about our products and externally for our customers

• Work cross-functionally with EPD and GTM teams to implement new products, improve existing processes, and create multi-team procedures

• Bachelor’s Degree or equivalent work experience

• Flexibility with changing job duties and responsibilities

• Time management and prioritization skills

• Proactive communication skills and ability to manage up across multiple time zones

• Excellent research, critical thinking, and customer service skills

• Process and solution orientation with a high attention to detail and comfort with making decisions with available resources