Product Support Lead @ Ascend
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Job Details
About Ascend
Ascend is transforming the $10T global insurance industry by combining AI automation with embedded fintech. In just three years, they have trusted by thousands of insurance businesses nationwide, processed billions in transactions annually, and built a world-class team across San Francisco and Columbus.
How We Do It
Ascend automates the entire insurance financial lifecycle—from collections and accounting to reconciliations and disbursements. By integrating AI with financial automation, customers unlock powerful financial efficiencies with a 5-7x ROI.
Why We Do It
With an industry lagging on legacy systems, Ascend’s mission is to lead financial automation for insurance by 2030, revolutionizing how trillions of dollars flow.
Your Role: Product Support Lead
This strategic, hands-on role serves as the ultimate escalation point for complex customer issues and requires balancing daily problem solving with long-term support strategy. You will design processes, tools, and team structures that allow the support function to grow alongside the business.
Key Responsibilities
- First 30 days: Dive deep into Ascend’s products and support processes, start developing your team strategy.
- First 60 days: Gain full understanding of strengths/weaknesses and run key team operations like weekly meetings and escalations.
- 90 days and beyond: Lead support specialists, manage daily ticket triage, one-on-ones, and coach team members; collaborate to execute a tooling roadmap.
The Ideal Candidate
You have prior experience building support systems and leading teams in early stage companies, thrive in ambiguous startup environments, possess strong communication skills, and a background in insurance, financial services, or insurtech/fintech. Familiarity with tools like Retool, Pylon, Slack, Notion, Front, and Linear is essential.
Compensation & Benefits
Base Salary Range: $120,000 - $135,000. Benefits include competitive salary, equity, 100% health premiums, 401k matching, unlimited PTO, commuter benefits, parental/family leave, lunch provided in office, company outings, and a dog-friendly office.
Equal Opportunity
Ascend is committed to equal opportunity employment and values diversity. Candidates are encouraged to apply even if their experience doesn’t precisely match the opportunity.
Key Skills/Competency
- Product Support Lead
- AI automation
- Fintech
- Insurance
- Support systems
- Team leadership
- Process design
- Customer escalation
- Strategic planning
- Toolset expertise
How to Get Hired at Ascend
🎯 Tips for Getting Hired
- Research Ascend's culture: Study their mission, values, and team testimonials.
- Customize your resume: Highlight support leadership and fintech experience.
- Showcase problem solving: Mention experience with escalation management.
- Prepare for technical questions: Review support system tools and processes.