Product Support Lead

Product Support Lead

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 While insurance makes up 7.2% of global GDP, outdated financial infrastructure—PDFs, emails, and manual reconciliation—slows the industry down.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.

Ascend automates the entire insurance financial lifecycle—from collections and accounting to reconciliations and disbursements—helping businesses streamline operations and increase profitability.

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.

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.