Support Team Lead

Scratch Financial (“Scratch”) is a Series C fintech startup based in Los Angeles, California. At Scratch, everything starts and ends with our mission: being the payment partner of choice for veterinary practices and helping pet parents access the care their animals need without financial barriers. Driven by our award-winning technology, Scratch has become the fastest growing financing provider in veterinary care, with a partner network of 15,000+ practices across the U.S. and Canada.

Scratch has 2 main products:

1. Scratch Pay: Point-of-sale client facing lending, including a BNPL offering and longer-term payment plans
2. Scratch Checkout: Payment processing that is integrated with the veterinary practice management software

We are a company built on the foundation of transforming the way pet healthcare payments are done, and we are looking for innovators who share our commitment to shaping the future of veterinary care financing. If putting compassion first, helping tell the story of groundbreaking products and continuously learning & refining to achieve exceptional outcomes sounds like you, then we encourage you to apply.

Scratch Financial is seeking an experienced and adaptable Support Team Lead to oversee our Practice Support Team. This individual will serve as both a hands-on technical expert and a leader, guiding team members in resolving complex issues, managing escalations, and driving operational excellence across our servicing organization.

The ideal candidate is a strong communicator who thrives in dynamic environments, learns quickly, and stays composed under pressure. You’ll play a key role in ensuring our customers receive world-class support — from resolving complex technical issues to de-escalating challenging customer situations. This role involves cross-functional collaboration to enhance tools, processes, and products, ultimately improving both the customer and agent experience.

• Lead Scratch’s Practice Support Team, providing ongoing feedback and coaching.
• Foster a culture of openness, adaptability, critical thinking, and accountability within the team.
• Identify and address skill gaps, workflow inefficiencies, and opportunities for process improvement.
• Act as the primary point of contact for escalated issues from frontline agents, while ready to dive into tickets alongside your team during peak times or critical issues.

Technical Support & Escalation Management

• Serve as the technical escalation owner, managing high-priority customer issues with speed, empathy, and composure.
• Troubleshoot complex technical problems, including payment processing and API integration issues.
• Partner closely with Product, Engineering, and Commercial teams to surface and resolve systemic issues.
• Represent the voice of the customer internally, advocating for enhancements and fixes that improve their experience.

Process Improvement & Documentation

• Identify and implement opportunities to automate, streamline, and scale support processes to enhance efficiency and customer satisfaction.
• Create and maintain clear, accurate documentation and self-service resources for both internal and external audiences.
• Develop innovative approaches and solutions to reduce ticket volume and improve time-to-resolution.
• Assist with AI features such as chatbots to improve support quality and consistency.

Product Demonstration

• Conduct live customer onboarding sessions for the Scratch platform, ensuring users understand product features and best practices.
• Demonstrate patience, adaptability, and the ability to tailor explanations to audiences with varying technical backgrounds.

• Minimum of 4 years of experience in technical support of a SaaS product — ideally with at least 1–2 years in a team lead or managerial role.
• Proven experience in managing escalations and supporting a customer-facing technical team.
• Strong ability to learn new systems and technical products quickly and guide others through technical challenges.
• Demonstrated critical thinking and problem-solving skills, even in situations with unclear resolution paths.
• Comfortable working independently and taking initiative with minimal supervision.
• Excellent communication skills, both written and verbal, with the ability to simplify complex information.
• Familiarity with SaaS platforms, API troubleshooting, and  database tools such as PostgreSQL, Firebase, and JetAdmin.
• Experience working with BPO (Business Process Outsourcing) teams or offshore support teams preferred.
• Must be located on the East Coast or available to permanently work 9am - 5pm EST.
• Experience in fintech, payments, or high-growth startup environments preferred.

• Competitive base salary ranging from $85,000 - $95,000

Scratch is a remote-first company, giving ultimate flexibility to today's nomadic work style. For those who prefer a hybrid model, we do have an office space in Pasadena available for use (which is stocked with snacks & various beverages). We offer unlimited PTO, covered healthcare, 401k match, cell plan reimbursement, and monthly recognition opportunities. We also provide learning platforms and resources for all to keep growing. Not only that, but we have an equity retention policy to ensure you grow as the company grows financially, as well. And if your family is growing, we offer generous parental leave, too!

Ready to join our team? To apply, please visit our Scratch Careers Page. Be sure to:

1. Submit your resume.
2. Answer the custom questions provided.
3. Feel free to add any additional information or documents you believe are relevant to your application.

We look forward to reviewing your application!

*Our team will ONLY contact you from the domain @scratchpay.com or @ats.rippling.com

We’re innovators who care deeply about the lives of pets, their owners, and veterinary professionals. We believe diversity strengthens our team and drives better solutions.

Scratch is committed to diversity in its workforce and is proud to be an equal opportunity employer. Scratch considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.