Product Support Lead at Ascend

San Francisco, California, United States -

Full Time

Start Date

Immediate

Expiry Date

19 Jan, 26

Salary

135000.0

Posted On

21 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product Support, Customer Issues, Problem Solving, Team Leadership, Communication Skills, Attention To Detail, Insurance, Financial Services, Insurtech, Fintech, Support Systems, Early Stage Companies, Toolsets, Retool, Pylon, Slack, Notion

Industry

Insurance

Description

What we do Ascend is transforming the $10T global insurance industry by combining AI automation with embedded fintech. While insurance makes up 7.2% of global GDP, outdated financial infrastructure—PDFs, emails, and manual reconciliation—slows the industry down. Ascend is the first and market-leading finance automation platform built specifically for insurance, driving its rapid digital transformation. In just three years: Trusted by 1000s of insurance businesses nationwide Processed billions in transactions annually, growing 200%+ per year. Built a world-class team of 50+ people in our San Francisco and Columbus offices. How we do it Ascend automates the entire insurance financial lifecycle—from collections and accounting to reconciliations and disbursements—helping businesses streamline operations and increase profitability. In the AI era, software alone is no longer enough. For decades, software costs have declined, and with AI, they are now in free fall. As both software buyers and builders, we fully embrace this shift—it makes technology more powerful and accessible. However, businesses must also maximize monetization, and the future belongs to those that embed themselves into financial flows rather than simply selling SaaS. That’s why AI + fintech is our edge—seamlessly integrating financial automation into transactions to create real, lasting value. Customers don’t just buy software; they unlock powerful financial efficiencies with a 5-7x ROI. Why we do it Insurance is a $10T+ industry running on legacy systems. AI alone won’t fix it, but AI-powered automation embedded into payments and transactions will. Ascend’s mission is to become the leading financial automation platform for insurance by 2030—powering the entire industry’s financial operations while transforming the way trillions of dollars move. Your role We are looking for a hands-on, strategically minded Product Support Lead to scale our support function This role will serve as the ultimate escalation point for complex customer issues, ensuring our customers receive timely, high-quality resolutions. You’ll balance hands-on problem solving with long-term strategy—designing processes, tools, and team structures that allow support to grow alongside the business. Responsibilities will include Objective #1: In your first 30 days, you will: Dive deep into Ascend’s product and support processes/tools Begin developing your strategy for the team Objective #2: In your first 60 days you will: Have a firm grasp of our strengths and weaknesses as a product and team, with actionable recommendations for improving our efficiency and resolution pathways Run key team operations, including our support system (Pylon), weekly team meetings, and escalations Objective #3: In your first 90 days, and beyond, you will: Lead our team of support specialists, from daily ticket triage to 1:1s and coaching Develop and execute on our tooling roadmap in collaboration with product management Broadly own our support system, deploying your expertise and guidance to help us scale a world-class Product Support team. You might be a good fit if you are/have Prior experience building support systems and leading support teams at early stage companies. Comfortable with the ambiguity and pace of an early stage startup. Strong written and verbal communication skills, ability to quickly understand complex (and sometimes dense) subject matter, and great attention to detail. A background in insurance, financial services, or insurtech / fintech. Experience working in our toolsets, which include Retool, Pylon, Slack, Notion, Front, and Linear. Base Salary Range: $120,000 - $135,000 Benefits Competitive base salary and meaningful equity in a fast-growing company 100% health premiums covered for you and your dependents 401k with employer matching options Unlimited PTO Monthly company-paid commuter benefit options Parental and family leave Lunch provided when in office Dog-friendly office! Join Ascend and be part of our mission to revolutionize the insurance industry and contribute to global financial modernization. Your leadership can make a significant impact on improving the $1T+ insurance industry. Equal Opportunity We are committed to equal opportunity employment and embrace diversity within our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates to apply even if their experience doesn't precisely match this opportunity. We value diversity and are dedicated to equal opportunity employment.

Responsibilities

The Product Support Lead will serve as the ultimate escalation point for complex customer issues, ensuring timely and high-quality resolutions. This role involves balancing hands-on problem solving with long-term strategy to design processes and tools for support scalability.