About this role.
Branch is hiring an Enterprise Support Specialist to provide B2B technical support for enterprise customers using its fintech products. The role focuses on troubleshooting integration-related issues, coordinating resolutions across Customer Success, Risk, Account Management, User Support, and Engineering, and improving recurring operational issues. Success requires empathetic customer communication, sound triage and escalation judgment, and proficiency with support and configuration tools such as Zendesk. This is a remote, U.S.-only role that includes phone support and customer callbacks.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first acknowledge the impact and gather key details, including timestamps, error messages, affected users, recent configuration changes, and the expected behavior. I would reproduce or validate the issue using available tools, assess severity and scope, and communicate a clear next update time to the customer. If escalation is required, I would provide Engineering with concise evidence and continue owning customer communication through resolution.
I prioritize by customer impact, urgency, scope, and any risk to payments or core operations. A widespread production issue or one preventing a customer from operating receives immediate attention, while lower-impact configuration questions are handled according to established SLAs. I document my rationale, keep stakeholders informed, and reassess priorities as new information emerges.
An effective escalation includes a succinct problem statement, business impact, affected customer and environment details, reproducible steps, expected versus actual results, timestamps, relevant logs or screenshots, and troubleshooting already completed. I would also state the requested action and severity so Engineering can quickly begin investigation without duplicating work.
I would categorize and track recurring contacts, identify common patterns, and quantify customer impact where possible. I would then share a concise recommendation with the relevant teams, such as improving documentation, adjusting configuration workflows, adding monitoring, or addressing a product defect. After changes are made, I would monitor ticket volume and customer feedback to verify the improvement.
I stay calm, listen without interrupting, and acknowledge both the issue and its operational impact. I explain what I know, avoid speculation, and set specific expectations for next steps and follow-up timing. After the call, I document the conversation thoroughly and ensure the customer receives consistent updates until the issue is resolved.
About us:
Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products.
Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture.
We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.
Come join our team as we develop new ways to improve the lives of working Americans.
About the role:
We’re looking for an organized, curious, empathetic, and self-motivated Enterprise Support Specialist to join our team at Branch.
What you’ll do:
- Coordinate solutions for customers whose operations depend on Branch products by troubleshooting technical issues, providing educating moments, and maintaining a feedback loop in order to support customer retention.
- Investigate and resolve technical issues stemming from integrations.
- Triage, escalate, and partner with various teams such as Customer Success, Account Management, User Support, Risk, and Engineering to ensure timely resolution and mitigate likelihood of repeat incidents.
- Use internal and third-party customer support and configuration tools to troubleshoot and resolve issues.
- Understand the customer experience and identify areas to improve the product and/or operations.
- Requires phone support and customer callbacks.
Qualifications:
- Previous B2B support experience in SaaS and/or fintech
- Project management experience (preferred)
- Proficient in Excel / Google Sheets
- Excellent communicator both verbal and written
- Problem Solver – Ability to identify, troubleshoot issues, and propose simple solutions
- Coachable – Open to feedback and can show improvement
- Experience with Zendesk support software a plus
Compensation:
The base compensation range for this role is 60-65k. The salary range displayed reflects an average base salary range for the position across all the US. The base salary offered to an applicant could be higher or lower based on each applicants specific skill set, depth of experience, relevant education or training, etc. The base salary range listed excludes equity or benefits.
Location:
This position is classified as REMOTE within the United States of America.
We are unable to hire candidates located outside of the domestic U.S.
Benefits:
- Market-leading medical, dental, and vision insurance
- Stock options
- Free Premium-Tier Origin Financial Wellness subscription
- Monthly home-office stipend
- 401k (TransAmerica)
- 12-weeks paid parental leave for birthing and non-birthing parents
- Flexible time off + sick and safe time
- 11 paid company holidays
- Branch@Branch Same Day Pay Option
Working at Branch
A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together. Learn more about what we do in this video!
Our collaborative spirit has helped us become an award-winning FinTech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga FinTech Awards, FinTech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.
Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about
Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Must be currently authorized to work in the USA without sponsorship or transfer.
No third-parties, please.
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