Technical Support Specialist US-West (SaaS B2B Finance Data)

We’re looking for a Technical Support Specialist to join our Data Solutions team.

Our team is split into two strands: Implementation and Support. The Implementation specialists work with new customers during their onboarding, to set up their data and integrations in Subscript, while the Support specialists take over once the customer is live and helps them as they use the our product for their day-to-day operations, encounter (we hope rare) issues and expand their use cases.

Exciting update: We just closed our Series A earlier this year (see more details here). It's a really fun + empowering time to be joining our Subbie team!

The basics

• The product ✨: We're building the premier metrics-first finance and billing platform that empowers B2B SaaS leaders to invoice their customers, tell their ARR story, and track accounting revenue, all in one place—regardless of how complex their customers' contracts are
• The role you'll play on our team:
• You'll be the first point of contact for existing customers after they've gone live with the Subscript platform 🙌🏽. You’ll diagnose, reproduce & resolve issues and will work with our customers on technical questions, product configuration, data issues, back-end tasks, custom reporting and anything else you can think of that a customer might ask us for support with.
• You'll work with customers on topics such as ARR metrics, invoices and accounting revenue, CRMs (e.g. Hubspot, Salesforce), general ledgers (e.g. Quickbooks, Xero, Netsuite), and payment processors (e.g. Stripe), and spreadsheets. You will need to develop the appropriate level of knowledge to support our customers from both a product and financial perspective.
• You’ll collaborate closely with our Implementation Specialists, Engineering and Product teams to triage issues, document patterns and help improve the customer experience, our internal and external documentation and tooling.
• Over time, you’ll help shape how Support evolves within Subscript - building reusable documentation, refining internal processes and helping us scale an excellent customer experience. We will want to hear all your ideas!
• This role will primarily cover US West hours, with flexibility required to cover APAC hours.
• You can expect to split your day across these main tools:
• Front - triaging tickets, managing Slack threads, chasing internal/external updates and, above everything, keeping our customers updated at every step.
• Github - filing and tracking bug tickets, UX improvements and feature requests on behalf of our customers.
• SQL - diagnosing issues and extracting custom data requests.
• Postman/APIs - fetching and exploring external data (e.g. Hubspot deals or Quickbooks invoices) that are being ingested into Subscript to diagnose issues.
• Internal configuration JSON files - inspecting and updating the transformation rules for our ETL pipeline to resolve customer issues.
• Spreadsheets - transforming and cleaning clients' data to be ingested into Subscript, as well as validating results.
• (Bonus) Python - this isn't strictly required, but we occasionally make use of Colab notebooks to do data fetching and/or transformation that would be too challenging via other methods
• You'll be an early member of our Support team and will help define what the role becomes as we grow! You'll work closely with the whole company, including our co-founders Sidharth Kakkar and Michelle Lee. They formerly built and successfully exited a B2B SaaS company called Freckle Education and this is their second start-up.
• We're a lean and mighty team (current under 30 people, but growing quickly!), so you'll have a huge say in how we shape and build all parts of our organization 👯‍♂️. You'll have a ton of autonomy in defining + iterating on best practices and processes to really help both our customers AND our teammates reach the moon!
• You'll not only work directly with the customer tickets you take on, but also support other team members as they encounter new challenges and could learn from your experience and insight. There’s no such thing as “staying in your lane” at Subscript!
• The way we work:
• We are an asynchronous 🕛 team
• We don't do scheduled internal meetings, so the vast majority of communication is available to anybody at any time in written documentation, whole-company Slack channels and video documentation. If you're sick of pointless meetings, this is the place for you!
• Sounds a little nuts, right? But it works! And it's one of our secret sauces for why our team is so high-performing (and happy!). You can hear more about working in our Async culture in this podcast episode featuring our CEO.
• ⚠️ For customer-facing positions, this still means no internal meetings, but requires being available for our customers, that are based all over the world, for timely support (including live calls) in the advertised shift for this position. This role requires core US West working hours (not just partial overlap) with flexibility to cover APAC.
• We operate completely autonomously 💃🏿
• No one will tell you what to do; everyone gets transparent context and details about the company goals and you will figure out how to work towards them with the rest of the team!
• You'll have to figure out a lot of things by yourself, ask the right questions and shape your own onboarding. If that sounds like an awesome challenge that would motivate and challenge you, then the possibilities to really make an impact are endless.
• This is a remote job 🌎 - work anywhere you want as long as you work your core hours.
• We're a team that loves working together
• We love playing board games 🎲 (these we do synchronously 🙂). Full-time team members meet up multiple times per year for live off-sites around the world (expenses paid!)

Our interview process

We like to be really transparent and communicative about everything at Subscript, including our interview process:

Our interview process is designed to focus on your intuition with analytics, and your ability to communicate clearly (both written and in video calls). We default to asynchronous communication internally, so the majority of the interview process follows suit 🙂.

The interview will focus around your ability to understand, support, and engage our awesome customers 🤝

1. First, we’ll ask you to respond to a simulated customer interaction, over email, with a short supporting video.
2. Then, you’ll receive a more focused exercise, where you’ll be able to use and display your SQL and spreadsheet skills, which we need for many support issues.
3. Finally, the last task is a call with our Support Lead, in two parts:
• a live role play where we will play the role of a customer having an issue we’re asking for your help to understand, troubleshoot and answer if possible.
• a short chat to talk through your background, career goals, and working style, which will also offer you the chance to talk through questions you may have about the role, the product, the team, or whatever else is on your mind.

Throughout this process we want you to get to know us better and understand how we work. It's important for us that our company and working style is a good fit for you and that you have everything you need to make the right decision.

• You're kind, empathetic, and communicative 😄. Both externally, as you'll be collaborating closely with customers, as well as internally, as you'll be supporting with the broader team in written docs 📄 + recorded videos.
• Our ideal candidate loves data 🥰 (analyzing it, talking about it, advising our customers using it). You'll be acting in a key position to help our customers a key strategic advisor to our customers using that data! You must have customer-facing experience.
• We're looking for...
• a background in customer-facing communication, preferably in a technical position
• excellent troubleshooting skills
• good spreadsheet skills
• SQL know-how
• knowledge of B2B SaaS business models
• ability to work in the timezone requested in this listed
• 1+ years relevant experience, in a customer-facing role
• We're also happy to see (but don't require)…
• experience with general ledgers used in SaaS finance (e.g. Quickbooks, Xero, and and Netsuite)
• exposure to CRM software (Hubspot and Salesforce)

• Unlimited vacation
• Benefits appropriate to your location (health/dental/vision in the USA)
• Company-wide retreats multiple times per year, all expenses paid
• Like all start-ups we're scrappy, but not scrappy on compensation: Subscript is committed to paying our awesome team members at market-rate, including benefits.