Technical Customer Support

Financial institutions process billions of transactions every day across cards ACH wires and third party aggregators. But most of that data is difficult to use. Descriptions are inconsistent merchant names don’t match and categories vary by payment type.

Spade is a data and AI platform that turns messy transaction strings into structured verified records — and gives teams the tools to act on it across authorization attribution analytics and AI initiatives. Spade leads the market in terms of merchant coverage matching accuracy geolocation data and speed of transaction enrichment. Customers such as FIS Bilt Mercury Stripe alongside many other leaders in fintech and financial services trust Spade's data to enable personalized rewards programs accurate applied spending rules precise analytics requests and innovative AI-powered features.

Spade is a fast growing Series B company backed by industry experts and top tier investors (including Oak HC/FT a16z Flourish Ventures Y-Combinator and Gradient Ventures). We’re a lean and execution-oriented hybrid team passionate about building exceptional products for our growing customer base. We care deeply about diversity of background experience and opinion. We value empathy curiosity and passion and strive to create an environment where individuals have autonomy and the ability to take ownership over their work.

As our technical product support specialist you’ll be the first line of defense for customer technical issues and the bridge between customers and internal teams. You'll troubleshoot problems build solutions using our internal tools and surface insights that drive product improvements. You will:

• Serve as first line of technical support for customers triaging and resolving tickets while escalating complex issues to Engineering and Data teams as needed

• Create and refine product rules to address customer issues and drive incremental improvements working both independently and with contractor resources

• Monitor product performance using Hex SQL and internal dashboards identifying trends and surfacing insights to Data Product and Engineering teams for larger improvements

• Document troubleshooting processes and resolutions to build institutional knowledge

• 2+ years in a technical customer support or customer facing operations role supporting a technical product

• Strong customer service orientation with excellent written and verbal communication skills

• Ability to triage prioritize and solve technical problems independently

• Familiarity with SQL concepts Excel/Sheets and data analysis

• Detail-oriented process-driven approach with eagerness to improve systems and workflows

• Based in NYC

Nice to Have:

• Experience working in high growth startups

• Familiarity with BI tools like Hex Looker Tableau etc

• Familiarity with ticketing systems (we use Pylon)

• Be a cultural founder. As an early employee you’ll play a meaningful role in defining and building our culture.

• Get in on the ground floor. We’re a small but well-funded team – joining now comes with limited risk and unlimited upside.

• Build the next generation of financial infrastructure. Our products will power the next wave of innovation in fintech helping our customers deliver better more transparent products and services to the consumer.

• Competitive compensation and equity package

• Full medical dental and vision benefits for US-based employees

• Life & short-term disability insurance

• Unlimited PTO

• Early exercise program

• Extended post-termination exercise period

• 401K for retirement planning

• Hybrid team with pet-friendly headquarters in NYC

• Paid parental leave

• Work from home stipend

• At Spade we view total compensation as consisting of salary + equity + benefits. We recruit motivated and high performing talent and work to compensate people in line with the value they bring to our team.

• We aim to pay fairly and competitively and consider a number of factors in developing compensation offers. These factors include years and breadth of experience interview performance market dynamics and internal equity.

• The anticipated base salary range for this role is listed above (in USD).

Spade is an equal opportunity employer committed to building a culture that is diverse equitable and inclusive. We believe that having people with different backgrounds experiences abilities and perspectives not only helps us build the best products for our customers but also helps us be the best version of ourselves.

What We Do

Spade is the only transaction data enrichment solution backed by real data. We leverage our vast first-party data network to bring instant clarity and context to every purchase and payment—with precisely matched merchant category and geolocation details that empower you to build the next generation of financial technology.