Puzzle
Fintech
CustomerSupportSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Specialist at Puzzle. Skills: Customer Support, Technical Support, SaaS Platform. Become a Product Expert. Provide Technical Customer Support”
What You'll Achieve.
seamless, high-quality experience they deserve; build out a support function that scales; maintain the reliability our users count on; help maintain the reliability our users count on
Industry & Context.
triage issues; fast resolution; pattern recognition; natural problem-solver; ambiguous problems
Candidates should be currently residing in the U. S. or Canada
What They're Looking For.
Must Have
2–4 years of experience in a technical customer support, product specialist, QA, or customer-facing role at a SaaS or fintech company, written communicator — crisp, clear, and professional in async channels, A fast learner with sharp pattern recognition, A natural problem-solver, Comfortable with technical adjacency, Skilled at translating technical details into clear, concise documentation, Excellent collaborator with cross-functional communication
Nice to Have
exposure to accounting or finance workflows, Familiar with tools like Zendesk, Intercom, Pylon, Linear, Datadog, or Retool — or eager and quick to learn, Accounting or bookkeeping experience
What You'll Do.
Become a Product Expert
Provide Technical Customer Support
Build and Maintain the Knowledge Base
Actionable Bug Reports
Test Pre-Release Features
Drive Issue Resolution
Surface Product Signal
How You'll Work.
Team & Collaboration
Work closely with Customer Success, Engineering, and Product; Serve as the bridge between Customer Success and Engineering; Ensure what you're hearing from customers reaches the teams building the product; Excellent collaborator with cross-functional communication; enjoy working alongside engineers, product managers, and customer-facing teams
Communication Scope
written communicator — crisp, clear, and professional in async channels; write responses customers actually want to read; Translating technical details into clear, concise documentation; cross-functional communication
Full Job Description
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. WHAT WE'RE LOOKING FOR 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. WHAT YOU'LL DO - 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
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