[Hiring] Customer Support Specialist @Puzzle.io

Role Description

Puzzle is redefining how companies navigate their financials. We've built modern, AI-powered accounting software that empowers accounting firms and the founders they serve with real-time, comprehensive financial insights. Our platform drafts books in real time, integrates natively with Stripe, Ramp, Mercury, Brex, Gusto, and more and delivers AI-powered analysis that goes far beyond traditional accounting systems.

As a Customer Support Specialist, you'll be on the front lines ensuring our customers get the seamless, high-quality experience they deserve. You'll work closely with Customer Success, Engineering, and Product to field technical questions, triage issues, and help us build out a support function that scales — all while deepening your own expertise in a fast-moving SaaS platform at the intersection of accounting and fintech.

This is a ground-floor opportunity. We've maintained a best-in-class customer satisfaction score without a dedicated support function — and now we're ready to build one properly. You'll define what great support looks like here: the processes, the knowledge base, the escalation playbook, and the tooling workflows.

This is an ideal role for someone who finds the support craft itself energizing — fast resolution, pattern recognition, documentation that scales — and wants to grow into product or technical support while learning the inner workings of a fast-scaling platform. Accounting/bookkeeping experience is highly preferred.

Qualifications

• 2–4 years of experience in a technical customer support, product specialist, QA, or customer-facing role at a SaaS or fintech company — ideally with exposure to accounting or finance workflows.
• Strong written communicator — crisp, clear, and professional in async channels.
• A fast learner with sharp pattern recognition.
• A natural problem-solver with genuine curiosity.
• Comfortable with technical adjacency — understanding API basics and integration concepts.
• Skilled at translating technical details into clear, concise documentation.
• Excellent collaborator with strong cross-functional communication skills.
• Familiar with tools like Zendesk, Intercom, Pylon, Linear, Datadog, or Retool — or eager and quick to learn.
• Accounting or bookkeeping experience is highly preferred.

Requirements

• Develop deep expertise in every aspect of the platform — features, workflows, edge cases.
• Be the first responder for customer questions across support channels.
• Turn repeated questions into help articles and document common support patterns.
• Create detailed, reproducible bug reports and gather logs or screenshots.
• Validate new features before they ship to catch issues early.
• Serve as the bridge between Customer Success and Engineering.
• Tag issues by theme and spot emerging patterns.

Benefits

• Competitive base pay and meaningful equity.
• 100% paid employee health, dental, and vision (U.S. & Canada; plans vary by region).
• Flexible PTO plus 9–10 observed company holidays.
• $1,000 home office budget.
• $2,400 co-working budget.
• $600 learning and development budget.
• 401(k) for future savings.
• Team offsites in incredible locations.

Company Description

We are unable to provide visa sponsorship for new hires at this time and can only consider candidates who are legally authorized to work in the U.S. or Canada without requiring new visa sponsorship.

We are an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

Candidates should be currently residing in the U.S. or Canada to be eligible for this position.