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Product Support, Bridge
Full-time
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 vs. SWIFT and other fiat-only rails.
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.
Responsibilities
Analyze and troubleshoot complex technical issues through direct user interaction, utilizing SQL and API documentation
Develop product and platform expertise, working closely with Engineering, Product, and Operations teams
Strategically optimize and scale support processes to enhance efficiency
Lead continuous improvement initiatives aimed at hitting key performance metrics (CSAT, Contact Rate, SLA)
Create and refine documentation to empower users to resolve issues via self-service
Collaborate with Product and Engineering to proactively improve the platform based on user feedback
Lead cross-functional projects to identify inefficiencies and drive long-term solutions
Minimum Requirements
5+ years of experience in a customer-facing product support role
Proficiency in SQL for data analysis and querying
Experience working with APIs
Exceptional problem-solving skills
Proven experience in stakeholder management
Experience in project management, particularly in optimizing processes or support operations
Preferred Qualifications
Strong analytical skills with a passion for interpreting data
Comfortable explaining technical concepts to both technical and non-technical stakeholders
