Business Operations - Support, Bridge

Who we are

About Bridge

We’re creating an entirely new payments platform, built with stablecoins, to simplify global money movement. Bridge enables faster, cheaper payments and borderless access to dollars via stablecoins. Through our APIs, businesses can send and receive funds across borders faster / cheaper vs. SWIFT and other fiat-only rails. Our virtual accounts enable international consumers and businesses to easily access, store and spend US dollars. Our payouts infrastructure enables platforms to disburse USD to anyone globally. We believe many trillions of dollars will move and settle through stablecoin payment rails. Bridge is pulling this future forward.

We have a small team of people who have previously built financial infrastructure at some of the world’s leading companies (Coinbase, Stripe, Square, Brex, Upstart, DoorDash, Airbnb) and each and every one of them chose Bridge because they fundamentally believe that stablecoins will be a critical piece of financial infrastructure that allows for the improvement of global money movement.

What you’ll do

In this role, you’ll be working directly with developers integrating Bridge APIs and helping them resolve their issues. You will take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. 

As one of the foundational hires in the team, you’ll have a big impact to grow the Developer Support operation and enhance various aspects such as capacity planning and forecasting, operational tools and systems, workflow optimization and automation, metrics and reporting, quality control, and more.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction (Slack), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
• Lead continuous improvement initiatives aimed at hitting key performance metrics.
• Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
• Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
• Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
• SQL is preferred for data analysis and querying, with the ability to interpret datasets.
• Experience working with API’s. 
• Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
• Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
• Experience in project management, particularly in optimizing processes, workflows, or support operations.