Technical Support Specialist - Payment Systems

Scratch Financial (“Scratch”) is a Series C financial technology startup based in Los Angeles, California. Our goal is to make difficult financial decisions simple and increase accessibility to fair, affordable, and transparent medical financing. Driven by our award-winning technology, Scratch has become the fastest growing financing provider in veterinary care, with partner network of 15,000+ practices across the U.S. and Canada–ranging from dental offices to optometry clinics. 

Scratch has 3 main products:

- Scratch Pay: Point-of-sale lending including a BNPL offering and longer-term payment plans. 

- Scratch Checkout: Payment processing that is integrated with the veterinary practice management software. 

- Scratch Comms: Appointment booking and communications. 

Scratch Financial is seeking a dynamic Technical Support Specialist - Payment Systems with extensive experience in technical support and API troubleshooting to join our expanding team. As a crucial member, you'll serve as the go-to technical guru for the Scratch servicing team, mastering our cutting-edge payment processing and communications products, with a strong emphasis on payment processing proficiency. Your mission will involve crafting and maintaining vital documentation for both internal and external audiences, as well as spearheading the implementation of innovative processes to enhance support efficiency. Join us in revolutionizing customer support!

What You'll Do

• Act as the expert for Scratch’s payment processing and communications solution, including extensive integrations, ensuring top-notch support for customers and coaching frontline agents.
• Advocate for customers and agents within Scratch, collaborating closely with Product and Support teams to prioritize customer feedback and effectively address pain points.
• Investigate and promptly resolve technical escalations, triaging and escalating product bugs via Jira.
• Identify opportunities to automate and scale servicing processes, enhancing client support efficiency, such as creating self-service guides for onboarding.
• Devise innovative processes to reduce overall ticket volume and handle time effectively.
• Enhance internal and external product documentation to ensure clarity and usefulness.
• Assist in implementing and updating tools like chatbots or real-time assist cards to optimize support efficiency.
• Conduct live customer onboarding calls for the Scratch platform as necessary, offering comprehensive guidance on utilizing payment processing or communications product offerings.

What You’ll Need

• Minimum of 2 years of hands-on technical support experience within a SaaS environment.
• Strong focus on troubleshooting and problem-solving, particularly in payment and API integration-related features.
• Proficient in verbal and written communication, with a track record of effectively conveying complex technical concepts to diverse audiences.
• Demonstrated ability to prioritize tasks efficiently and excel in a dynamic, fast-paced environment, ensuring timely resolution of technical issues and meeting customer expectations.
• Prior experience in fintech technical support or customer success roles.
• Familiarity with ticketing and knowledge base platforms such as Confluence, ZenDesk, Front, HubSpot, Stonly, etc.
• Background in a high-growth startup environment.

Scratchpay is committed to diversity in its workforce and is proud to be an equal opportunity employer. Scratchpay considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.