Enabling community financial institutions to win against Mega Banks and FinTechs.
The Role
Provide front-line technical support to fintech/SaaS customers on the Pacific/Mountain time zones. Troubleshoot technical issues, interpret logs, escalate product feedback, and collaborate with Delivery, CS, Engineering, and Product teams to improve platform adoption and customer experience.
Summary Generated by Built In
About Us
Narmi is how community financial institutions unlock the very latest capabilities in digital banking, account opening, and lending so they can move faster, tap new growth opportunities, and be where banking is going. Since our founding, Narmi has enabled the movement of billions of dollars and the opening of hundreds of thousands of accounts for banks and credit unions across the U.S. The results speak for themselves: our customers have grown deposits, revenue, and customer satisfaction, with one of the first institutions powered by Narmi recognized by Bankrate and NerdWallet for delivering the #1 digital banking experience in the country.
The role:
We're looking for a customer-obsessed, detail-orientated Technical Customer Support Associate to help us deliver best-in-class support to our growing customer base.
Customers are the lifeblood of Narmi, and our team is filled with colleagues looking to delight customers throughout the Narmi customer journey. Our team puts Service at the heart of everything we do.
This is an external-facing role which will communicate directly with customers and collaborate regularly within our internal Delivery, CS, Engineering and Product teams. This role is ideal for someone who is collaborative, solutions oriented and familiar with supporting customers in financial services, fintech or other SaaS-based solutions.
What you’ll do:
Provide front-line support for Narmi Customers
- Communicate with customers to efficiently resolve questions and issues
- Conduct troubleshooting to investigate or recreate technical inquiries
- Act as a subject matter expert for Narmi products, providing information and empowering customers with available self-service tools
- Understand financial institution staff and end user needs to offer best-in-class guidance and support to maximize user experience, platform adoption and value
Impact an evolving support team and digital platform
- Identify and advocate for opportunities to improve the customer support and product experience
- Escalate customer feedback when needed to build upon internal awareness of financial institution staff and end user experiences
What you’ll bring:
Required
- 2-3+ years in a technical customer support role
- Ability to effectively prioritize and execute tasks in a fast-paced, high-pressure environment
- Demonstrated thoroughness and accuracy when tackling tasks
- Experience navigating ambiguity and problem-solving
- Excellent communication skills and comfort in customer-facing conversations
- PST or MT timezone to cover West Coast customers
- B.A. or B.S. degree
Preferred
- Prior SaaS-based technology, financial services, and/or digital banking experience
- Familiarity with SaaS based infrastructure and interpreting payload logs, error handling, etc. to diagnose issues
Location: Pacific Time Zone shift coverage; Location preference for Salt Lake City, UT or Phoenix, AZ metro areas, with consideration in any of the following: WA, OR, CA, AZ, UT, CO, ID, MT, WY, NM
At Narmi, how we work is just as important as what we build. We call this The Narmi Standard:
- High Ceiling: You go beyond the obvious, take initiative, and hold yourself to high standards with care.
- Low Ego: You put the mission above ourselves, share credit freely, and lead with curiosity.
- Alignment to Mission: You believe that helping community financial institutions win against Mega Banks and FinTechs is a worthy endeavor, and will use that belief as a northstar to anchor your efforts to that goal.
- High Commitment: You follow through, roll up your sleeves, and keep the bar high for yourself and others.
We believe that high-performing teams include people from different backgrounds and experiences who can challenge each other's assumptions with fresh perspectives. To that end, we actively seek a diverse pool of applicants, including those from historically marginalized groups.
Please note that all correspondence related to this role will come directly from Narmi (email addresses ending in @narmi.com or @narmitech.com), and not from a third party. If you receive correspondence from an individual claiming to represent Narmi please let us know immediately at [email protected]
Skills Required
- 2-3+ years in a technical customer support role
- Ability to effectively prioritize and execute tasks in a fast-paced, high-pressure environment
- Demonstrated thoroughness and accuracy when tackling tasks
- Experience navigating ambiguity and problem-solving
- Excellent communication skills and comfort in customer-facing conversations
- PST or MT timezone to cover West Coast customers
- B.A. or B.S. degree
- Prior SaaS-based technology, financial services, and/or digital banking experience
- Familiarity with SaaS-based infrastructure and interpreting payload logs, error handling, etc. to diagnose issues
What the Team is Saying
Junel
Product Operations
Tay
Implementations
Thomas
Engineering
Santiago
Customer Success
Christian
Product Operations
Narmi Compensation & Benefits Highlights
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Parental & Family Support — Parental leave of about 12 weeks for primary and 6 weeks for secondary caregivers, plus family‑planning and fertility support, are explicitly listed. A structured return‑to‑work program and family medical leave underscore attention to life events.
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Retirement Support — A 401(k) plan with employer matching is presented as a standard part of the package, with employer‑verified notes indicating a match is available (vesting applies). This complements core medical, dental, and vision coverage to support long‑term savings.
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Wellbeing & Lifestyle Benefits — Student‑loan repayment matching up to $2,500 per year, fitness/extracurricular credits, commuter benefits, and learning/development stipends stand out. Remote‑work support via a home‑office stipend (around $500) and work‑from‑anywhere flexibility add day‑to‑day value.
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The Company
What We Do
By providing one unified platform where FI's can manage the end-to-end customer journey, Narmi securely drives primacy, customer growth, and efficiency. We unlock the very latest solutions in account opening and digital banking to allow our customers to reach their goals. Since our founding, Narmi has moved billions of dollars and opened hundreds of thousands of accounts for banks and credit unions across the US. As a result, our customers have seen meaningful increases in deposits, revenues, and satisfaction. In fact, one of the first financial institutions to leverage Narmi was recognized by Bankrate and NerdWallet for providing the #1 digital experience for a bank or credit union in the US.
Why Work With Us
We're solving problems that have gone on for decades by bringing institutional and consumer banking together. We believe that creating a better online banking experience comes from collaboration and teamwork, and we're having a lot of fun doing it.
Gallery
Narmi Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Narmi values flexibility, letting employees work where they’re most productive. NYC-based teams have two monthly in-office days, fostering in-person collaboration and a stronger team dynamic while supporting a balanced, productive work environment.
Typical time on-site:
Flexible
New York, NY
Located just north of Madison Square Park, our office is at the center of NYC’s fintech scene—easily accessible from Manhattan, Brooklyn, Queens, and Jersey City, making it convenient for team members across the city.
