Product Support, Bridge in London

About Bridge

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 than 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 allows platforms to disburse USD to anyone globally.

What you’ll do

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 drive 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 a candidate who meets the minimum requirements. 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.

In‑office expectations

Office‑assigned staff in most locations are expected to spend at least 50% of the time in a given month in their local office or with users. This expectation varies by role, team and location. For example, some roles require 100% in‑office work. Specific in‑office attendance requirements will be discussed with the hiring manager.

Pay and benefits

The annual US base salary range for this role is $124,000 – $186,000. For sales roles, the range includes both the sales commissions/sales bonuses target and annual base salary. The salary range may be narrowed during the interview process based on factors such as experience, qualifications, and location. Applicants not located in the US may request the annual salary range for their location during the interview process. Additional benefits may include: equity, company bonus or sales commissions; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.