Join to apply for the Customer Support Representative role at Veryfi Join to apply for the Customer Support Representative role at Veryfi Get AI-powered advice on this job and more exclusive features. This range is provided by Veryfi. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $20,000.00/yr - $35,000.00/yr Support Specialist Position Overview Join Veryfi as a Support Specialist for our Y Combinator-backed platform and become the first point of contact for all technical support inquiries. This dynamic role combines customer support excellence with technical problem-solving responsibilities. The ideal candidate will thrive in our fast-paced startup environment, demonstrate strong technical aptitude, and maintain exceptional customer service standards while managing multiple support channels. You'll be joining a growing team where your impact will be immediately visible and your contributions will directly shape our customer experience. Key Responsibilities Ticket Management & Customer Support First Response Excellence: Serve as the primary point of contact for all technical support inquiries, providing professional and timely initial responses Ticket Triage & Routing: Monitor, route, and accurately categorize incoming support requests by product, urgency, and issue type SLA Adherence: Meet strict response time requirements Queue Management: Efficiently prioritize tickets based on severity, maintain proper status updates, and ensure organized ticket workflow Customer Communication: Maintain professional, empathetic communication while setting clear expectations and providing step-by-step guidance Documentation & Knowledge Management Knowledge Base Maintenance: Keep both internal and external knowledge bases updated with new solutions and changes Documentation Creation: Document common issues, resolutions, and troubleshooting steps for team knowledge sharing Template Management: Use and maintain templated responses (macros) to improve efficiency and consistency Process Improvement: Contribute to support process improvements based on customer feedback and team insights Reporting & Analytics Performance Tracking: Monitor and report on support metrics, response times, and SLA adherence through weekly dashboard reporting Regular Reporting: Provide monthly reports on support goals achievement and performance metrics Progress Reviews: Conduct weekly escalation and blocker reports Team Collaboration Knowledge Sharing: Participate in regular support team meetings and contribute to continuous improvement initiatives Escalation Management: Effectively escalate issues to specialized teams (SDR/AE/AM/TAM) with complete context and proper handoff Cross-functional Communication: Share insights and observations with product and development teams Continuous Learning: Stay updated on product changes, updates, and industry best practices Requirements Experience & Background 3+ years of experience in technical support, customer service, or related field (startup experience a plus!) Proven track record in ticket management and customer communication Experience with support tools (Intercom + AI Bots & Flows) and CRM (Hubspot) systems is a plus Comfort working in a fast-paced startup environment Technical Skills Strong technical knowledge and aptitude for learning complex software products Ability to troubleshoot technical issues and provide clear solutions Experience with API support and technical integrations Familiarity with billing systems and subscription management Core Competencies Excellent written and verbal communication skills Strong organizational and time management abilities Problem-solving mindset with attention to detail Ability to work in a fast-paced environment and manage multiple priorities Customer-focused approach with empathy and patience Team player with collaborative attitude Performance Standards Resolve L1 tickets without escalation Maintain low ticket reopening rate Meet all SLA requirements for response times Achieve high customer satisfaction scores Complete all reporting requirements on schedule Specialization Areas Primary Focus: L1+L2 Support for Veryfi platform clients and expense management product Growth Opportunities This role offers opportunities to become a subject matter expert on our Veryfi platform integrations, understand customer use cases, and contribute to the development of integration timelines. As Veryfi grows our Y Combinator-backed platform, you'll have direct access to leadership and the opportunity to shape our support processes from the ground up. Exceptional performance in stretch goals focusing on measurable business impact will be key factors in raise and promotion decisions. Why Join Veryfi? Early-stage Impact: Your contributions will directly influence our Veryfi platform and customer experience Y Combinator Network: Access to an incredible ecosystem of startups, mentors, and investors through our Veryfi platform Growth Opportunity: Join us at an exciting stage where your role will evolve as we scale our platform Learning Environment: Work alongside experienced founders and learn the ins and outs of building a successful startup Seniority level Seniority level Mid-Senior level Employment type Employment type Contract Job function Job function Other Industries Software Development Referrals increase your chances of interviewing at Veryfi by 2x Sign in to set job alerts for “Customer Support Representative” roles. 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