At a Glance
- Tasks: Drive exceptional user experiences by troubleshooting complex technical issues and optimising support processes.
- Company: Join a pioneering payments platform focused on stablecoins and global money movement.
- Benefits: Competitive salary, equity options, wellness stipends, and comprehensive health benefits.
- Other info: Opportunity for career growth in a dynamic, tech-driven environment.
- Why this job: Be part of a small team revolutionising financial infrastructure with innovative technology.
- Qualifications: 5+ years in product support, SQL proficiency, and strong problem-solving skills.
The predicted salary is between 127400 - 191200 £ per year.
We’re creating an entirely new payments platform, built with stablecoins, to simplify global money movement. Bridge enables faster, cheaper payments and borderless access to dollars via stablecoins. Through our APIs, businesses can send and receive funds across borders faster and cheaper versus SWIFT and other fiat-only rails. Our virtual accounts enable international consumers and businesses to easily access, store and spend US dollars. Our payouts infrastructure enables platforms to disburse USD to anyone globally. We believe many trillions of dollars will move and settle through stablecoin payment rails. Bridge is pulling this future forward.
We have a small team of people who have previously built financial infrastructure at some of the world’s leading companies (Coinbase, Stripe, Square, Brex, Upstart, DoorDash, Airbnb) and each and every one of them chose Bridge because they fundamentally believe that stablecoins will be a critical piece of financial infrastructure that allows for the improvement of global money movement.
As part of our growing Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.
You will own complex technical user issues and coordinate with cross‑functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements.
Responsibilities
- Analyze and troubleshoot complex technical issues through direct user interaction, utilizing SQL to extract and interpret data and leveraging your knowledge of API documentation.
- Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
- Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data‑driven insights and metrics.
- Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
- Create and refine documentation to empower users to resolve issues via self‑service, reducing dependency on support teams.
- Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long‑term product reliability.
- Lead cross‑functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long‑term solutions.
- Constantly challenge the status quo and push for innovation in user support strategies and operational processes.
Who you are
We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
Minimum requirements
- 5+ years of experience in a customer‑facing product support role, with a focus on troubleshooting technical issues.
- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
- Experience working with APIs.
- Exceptional problem‑solving skills, capable of diagnosing complex issues and driving them to resolution.
- Proven experience in stakeholder management, with the ability to influence cross‑functional teams and drive progress.
- Experience in project management, particularly in optimizing processes, workflows, or support operations.
Preferred qualifications
- Strong analytical skills with a passion for interpreting data to improve decision‑making and outcomes.
- Comfortable explaining technical concepts to both technical and non‑technical stakeholders.
- Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.
Benefits
Additional benefits for this role may include equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends. The annual US base salary range for this role is $127,400 - $191,200.
Product Support, Bridge employer: Israelvcforum
At Bridge, we pride ourselves on fostering a dynamic and innovative work culture that empowers our employees to drive meaningful change in the payments landscape. With a focus on professional growth, our team enjoys access to comprehensive benefits, including equity options and wellness stipends, while collaborating with industry leaders to enhance global money movement through stablecoins. Join us in a supportive environment where your technical expertise and problem-solving skills will directly impact user experiences and operational efficiency.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support, Bridge
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those who work at Bridge or similar companies. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Show off your skills! If you’ve got experience with SQL and APIs, don’t just mention it—bring it to life. Share examples of how you've used these skills to solve problems or improve processes in past roles.
✨Tip Number 3
Prepare for the interview by diving deep into Bridge’s products and services. Understand their mission and how your role as Product Support fits into the bigger picture. This will show you’re genuinely interested and ready to contribute.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and really want to be part of the Bridge team. Don’t miss out on this opportunity!
We think you need these skills to ace Product Support, Bridge
Some tips for your application 🫡
Show Your Technical Skills:Make sure to highlight your experience with SQL and APIs in your application. We want to see how you've used these skills to solve complex issues in the past, so don’t hold back on those examples!
Tailor Your Application:Take a moment to customise your application for the Product Support role at Bridge. Mention specific experiences that align with our mission of improving global money movement through stablecoins. It shows us you’re genuinely interested!
Be Clear and Concise:When writing your application, keep it straightforward. We appreciate clarity, so make sure your points are easy to understand. Use bullet points if it helps convey your experience better!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Israelvcforum
✨Know Your SQL and APIs
Make sure you brush up on your SQL skills and understand how APIs work. Be ready to discuss how you've used these tools in past roles, as they are crucial for the Product Support position. Prepare examples of how you've solved technical issues using data analysis.
✨Showcase Your Problem-Solving Skills
During the interview, be prepared to walk through a complex issue you've resolved in the past. Highlight your analytical mindset and how you approached the problem, what steps you took, and the outcome. This will demonstrate your capability to handle the challenges of the role.
✨Understand the Company and Its Vision
Familiarise yourself with Bridge's mission and the importance of stablecoins in global finance. Show your enthusiasm for their vision during the interview. This will not only impress the interviewers but also help you align your answers with the company's goals.
✨Prepare for Cross-Functional Collaboration
Since this role involves working with various teams, think of examples where you've successfully collaborated with others. Be ready to discuss how you managed stakeholder relationships and drove projects forward. This will highlight your ability to influence and work effectively across departments.
