Customer Support Specialist

Puzzle is redefining how companies navigate their financials. We've built modern, AI-powered accounting software that empowers accounting firms and the founders they serve with real-time, comprehensive financial insights. Our platform drafts books in real time, integrates natively with Stripe, Ramp, Mercury, Brex, Gusto, and more and delivers AI-powered analysis that goes far beyond traditional accounting systems.

As a Customer Support Specialist, you'll be on the front lines ensuring our customers get the seamless, high-quality experience they deserve. You'll work closely with Customer Success, Engineering, and Product to field technical questions, triage issues, and help us build out a support function that scales — all while deepening your own expertise in a fast-moving SaaS platform at the intersection of accounting and fintech.

This is a ground-floor opportunity. We've maintained a best-in-class customer satisfaction score without a dedicated support function — and now we're ready to build one properly. You'll define what great support looks like here: the processes, the knowledge base, the escalation playbook, and the tooling workflows.

This is an ideal role for someone who finds the support craft itself energizing — fast resolution, pattern recognition, documentation that scales — and wants to grow into product or technical support while learning the inner workings of a fast-scaling platform.

Accounting/bookkeeping experience is highly preferred.

• Become a Product Expert: Develop deep expertise in every aspect of the platform — features, workflows, edge cases — so you can resolve issues quickly, provide authoritative guidance, and anticipate what customers need before they ask.

• Provide Technical Customer Support: Be the first responder for customer questions across support channels — how-to questions, configuration guidance, integration troubleshooting, billing inquiries, and data export requests.

• Build and Maintain the Knowledge Base: Turn repeated questions into help articles, document common support patterns, and keep runbooks current as the product ships new features weekly.

• Write Clear, Actionable Bug Reports: Create detailed, reproducible bug reports and gather logs or screenshots that help engineers resolve problems quickly.

• Test Pre-Release Features: Validate new features before they ship to catch issues early and help maintain the reliability our users count on.

• Drive Issue Resolution: Serve as the bridge between Customer Success and Engineering — closing the loop on high-priority incidents and making sure the right teams have the right context.

• Surface Product Signal: Tag issues by theme, spot emerging patterns, and ensure what you're hearing from customers reaches the teams building the product.

• 2–4 years of experience in a technical customer support, product specialist, QA, or customer-facing role at a SaaS or fintech company — ideally with exposure to accounting or finance workflows.

• Strong written communicator — crisp, clear, and professional in async channels. You write responses customers actually want to read.

• A fast learner with sharp pattern recognition — you naturally turn repeated questions into scalable documentation and can keep pace with a rapidly evolving platform.

• A natural problem-solver with genuine curiosity; you're energized by ambiguous problems and excited to work in a fast-paced startup environment.

• Comfortable with technical adjacency — you understand API basics, integration concepts, and can read error messages without needing an engineer to translate.

• Skilled at translating technical details into clear, concise documentation that a range of audiences can act on.

• Excellent collaborator with strong cross-functional communication skills; you enjoy working alongside engineers, product managers, and customer-facing teams.

• Familiar with tools like Zendesk, Intercom, Pylon, Linear, Datadog, or Retool — or eager and quick to learn.

• Accounting or bookkeeping experience is highly preferred.

Join us at a pivotal growth stage where you'll help define how companies handle their financials — and build your career in a flexible, remote-first environment backed by world-class investors. You'll have real ownership, work with innovative founders, and develop deep expertise at the intersection of modern accounting and fintech.

• Competitive base pay and meaningful equity so you share in what we're building

• 100% paid employee health, dental, and vision (U.S. & Canada; plans vary by region)

• Flexible PTO plus 9–10 observed company holidays so you can recharge

• $1,000 home office budget to get set up for success

• $2,400 co-working budget for face time with your colleagues

• $600 learning and development budget

• 401(k) so you can save for your future

• Team offsites in incredible locations — our teams have connected everywhere from New York and San Francisco to Italy, France, and beyond

Visa Sponsorship Notice: We are unable to provide visa sponsorship for new hires at this time and can only consider candidates who are legally authorized to work in the U.S. or Canada without requiring new visa sponsorship.

We are an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

Candidates should be currently residing in the U.S. or Canada to be eligible for this position.