Support Operations Specialist

Scratch Financial ("Scratchpay") is a financial technology startup based in Los Angeles, California. Our goal is to make difficult financial decisions simple and increase accessibility to fair, affordable, and transparent medical financing. Driven by our award-winning technology, Scratchpay has become the fastest growing financing provider in veterinary care, with our payment plans now offered in over 10,000 practices across the U.S. and Canada–ranging from dental offices to optometry clinics. We’re rapidly launching a new Point-of-Sale payment processing suite to help our providers create a better payments experience for their patients.

If putting compassion first, helping create groundbreaking products and continuously iterating & refining those products sound like you, then we encourage you to apply.

Scratch Financial is on the hunt for a dynamic Support Operations Specialist to jump aboard our ever-expanding team. As a crucial member, you'll be the go-to technical guru for the Scratch servicing team, mastering the ins and outs of our cutting-edge payment processing and communications products. But that's not all – we need someone with the knack for scaling support operations to new heights. Your mission? Craft and upkeep vital documentation for both internal and external audiences, while also spearheading the implementation of innovative processes to turbocharge support efficiency. Join us in revolutionizing the way we support our customers!

• Technical Support and Cross Functional Collaboration
• Be the go-to expert for Scratch’s payment processing and communications solution and its extensive integrations, ensuring top-notch support for customers and coaching frontline agents.
• Champion customers and agents within Scratch, collaborating closely with Product and Support teams to prioritize customer feedback and address pain points effectively.
• Investigate and resolve technical escalations promptly, triaging and escalating product bugs to the respective teams via Jira.
• Process Improvement and Documentation Management
• Identify opportunities for Scratch to automate and scale servicing processes, enhancing client support efficiency (e.g., creating self-service guides to streamline onboarding).
• Devise innovative processes to reduce overall ticket volume and handle time.
• Enhance internal and external product documentation to ensure clarity and usefulness.
• Assist in implementing and updating tools such as chatbots or real-time assist cards to optimize support efficiency.
• Onboarding
• Conduct live customer onboarding calls for the Scratch platform as necessary, providing comprehensive guidance on utilizing payment processing or communications product offerings.

• At least 2 years of hands-on experience in technical support within a SAAS (Software as a Service) environment.
• Proven expertise in troubleshooting and problem-solving, particularly in payment and API integration-related features. Ability to tackle intricate customer issues through meticulous documentation review, noting reproducible steps, and collaborating seamlessly with cross-functional teams.
• Exceptional verbal and written communication abilities.
• Demonstrated capacity for managing priorities and thriving in a dynamic, fast-paced setting.

• Prior experience in fintech technical support or customer success roles.
• Background in a high-growth startup environment.
• Familiarity with managing ticketing and knowledge base platforms such as Confluence, ZenDesk, Front, HubSpot, Stonly, etc.

Scratchpay is committed to diversity in its workforce and is proud to be an equal opportunity employer. Scratchpay considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.