Middesk
Fintech
SupportAssociate
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Support Associate at Middesk. Skills: Customer success, Product support. Become expert in products. Be go to resource”
What You'll Achieve.
Exceed customer expectations; Develop product customers love
Industry & Context.
Troubleshooting issues; Critical thinking; Process orientation; Solution orientation; Making decisions
Onsite in NY office, Commutable distance to NYC
What They're Looking For.
Must Have
Ability to commute to NYC 5 days/week, Flexibility with changing job duties, Time management skills, Prioritization skills, Proactive communication skills, Manage up across multiple time zones, Excellent research skills, Critical thinking skills, Customer service skills, Process orientation, Solution orientation, High attention to detail, Comfort making decisions
What You'll Do.
Become expert in products
Handle customer questions autonomously
Help customers optimize use
Conduct onboarding calls
Provide ongoing support
Contribute to documentation
Work cross-functionally with teams
Implement new products
Improve existing processes
Create multi-team procedures
How You'll Work.
Team & Collaboration
Cross-functional teams; Internal collaboration
Communication Scope
Proactive communication
Full Job Description
ABOUT MIDDESK: Middesk makes it easier for businesses to work together. Since 2018, we’ve been transforming business identity verification, replacing slow, manual processes with seamless access to complete, up-to-date data. Our platform helps companies across industries confidently verify business identities, onboard customers faster, and reduce risk at every stage of the customer lifecycle. Middesk came out of Y Combinator, is backed by Sequoia Capital and Accel Partners, and was recently named to Forbes Fintech 50 List. ABOUT THE ROLE: As part of Middesk’s Customer Experience team, you will play a central role in ensuring our customers are continually finding value in our product/s by helping answer their questions and troubleshooting any issues that arise. Your contributions will have a direct impact on how our customers use the Middesk product. We’re looking for an individual that is excited to work with our customers and deliver best in class support by being willing to do what it takes to exceed customer expectations. As a support associate, you’ll form a critical piece of our support experience and have the opportunity to help us in continually developing a product that our customers love by supporting our customers daily, listening to their feedback and being a voice for our customers internally. For this role, there is an expectation of being onsite in our NY office five days per week. Candidates should be within a commutable distance, as we value in-person collaboration and building strong team connections. WHAT YOU'LL DO: - Become an expert in our products and demonstrate that by being a go to resource for our customers and your colleagues - Handle customer questions from start to finish autonomously - Leverage email, video conferencing and phone calls to help our customers optimize their use of Middesk products including onboarding calls and ongoing support - Contribute to documentation, internally about our products and externally for our customers - Wo
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