Role Description

We’re seeking a Technical Client Support Representative I (TCSR I) to serve as the front line of our client support experience. In this role, you’ll manage incoming technical requests through Zendesk, ensuring issues are clearly understood, well-documented, and efficiently routed to the right internal teams. You’ll play a key role in connecting client-reported issues to internal execution, translating client needs into actionable insights for Engineering and Operations. By maintaining high-quality ticket documentation and strong cross-team coordination, you help drive faster resolutions and a more seamless client experience. This is a great opportunity for someone who enjoys solving problems, bringing structure to complex information, and contributing to a high-performing, client-focused team.

What You'll Do

• Client Support & Ticket Management
  • Monitor and respond to client support requests submitted through Zendesk
  • Review incoming tickets to understand and assess reported issues
  • Gather additional information from clients as needed to ensure clarity
  • Maintain well-documented tickets with clear descriptions and supporting details
• Issue Escalation
  • Escalate technical issues to the appropriate internal teams when needed
  • Create Jira tickets for issues requiring engineering review
  • Ensure escalated tickets clearly capture the issue, context, and client impact
• Cross-Team Coordination
  • Partner with Client Success and Engineering teams to track and resolve open issues
  • Provide timely updates within Zendesk as issues progress
  • Help drive tickets through the resolution process efficiently
• Documentation
  • Identify and document recurring client issues and support processes
  • Contribute to internal knowledge resources to improve team efficiency and consistency

Qualifications

• Experienced in client support, help desk, or a similar customer-facing role, with a strong focus on delivering a high-quality client experience
• Comfortable working with ticketing systems such as Zendesk, Jira, Confluence, or similar platforms
• A clear communicator who can translate client-reported issues into well-structured, actionable information
• Highly organized and detail-oriented, with the ability to manage multiple requests and priorities simultaneously
• Proactive and resourceful, with a problem-solving mindset and a willingness to dig in to understand issues
• Collaborative by nature, able to work effectively across Client Success, Engineering, and Operations teams
• Curious and eager to learn, especially within a technology or fintech environment

Benefits

• Competitive base salary
• Performance-based bonus
• Equity participation
• Flexible PTO
• Company-funded HSA
• 401(k) with match
• Paid downtown Nashville parking