T2 Customer Support Representative
Branch is on a mission to help working Americans grow financially. We do this by helping companies accelerate payments and empower working Americans with accessible, fee-free financial services. We’re committed to building and delivering more inclusive and transparent financial products.
Come join our team as we develop new ways to improve the lives of working Americans. Our mission starts with empowering our own employees. Have a great idea? Share it today and it might just get implemented tomorrow. As a team member at Branch, your voice and creativity can directly impact the product and company. We not only attract great talent from across the country, but also build teams to help that talent to thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.
The Tier 2 Customer Support Representative handles complex issues that are beyond the scope of Tier 1. This includes dealing with bugs, intricate processes, money movement issues, and liaising with external vendors. Tier 2 Customer Support Representative will work with cross-functional teams on escalations that require collaboration with teams such as Risk, Admin Support, Compliance, and Support Operations.
Responsibilities:
- Address and triage high-level technical issues involving software bugs, system failures, and process complexities.
- Handle sensitive issues related to financial transactions.
- Work closely with external vendors and internal teams to troubleshoot and resolve issues.
- Provide expert advice and guidance to lower-tier support teams.
- Identify documentation gaps and act as a subject matter expert for our Training & Documentation team to help close those gaps
- Assist other levels of support when volume increases
Qualifications:
- Extensive knowledge of financial technologies and complex system operations.
- Strong analytical and problem-solving skills.
- Excellent communication skills and ability to handle high-pressure situations.
- Prior experience in advanced technical support roles in a fintech setting.
- Ability to quickly learn and apply new processes and technologies.
Benefits:
- Remote-first work culture (domestic USA)
- Branch-paid medical, dental, and vision insurance
- Equity
- 401k
- Paid time off
- Paid company holidays
Working at Branch
Headquartered in Minneapolis but with employees located all throughout the US, Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together.
Our teamwork has enabled us to become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, Top Workplaces USA, Great Places to Work and EY Entrepreneur of the Year, Heartland, among others.
Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about
Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.