Customer Support Associate

CUSTOMER SUPPORT ASSOCIATE Hours: 10am - 7pm WHO WE ARE: DebtBook is the financial platform powering treasury and capital markets across the public sector. State and local governments, public universities, health systems, and the bankers and advisors who serve them run trillions of dollars in debt, cash, and investments on DebtBook. We've built the most sophisticated treasury platform in public finance — sitting at the intersection of treasury management and a $4 trillion fixed income market that's been waiting for modern infrastructure. WHAT YOU’LL DO: As a Customer Support Associate, you will: Respond to client inquiries via live chat and email Troubleshoot and provide resolution to customer challenges Become a DebtBook product expert Provide client training and ongoing product education as needed Work with the internal data team to ensure data updates are made correctly Work with the internal product and development teams to ensure the timely resolution of any product issues Create or facilitate the production of support materials like FAQs, user guides, and user support articles to empower self-service Engage with clients, post-implementation, to understand their experience and drive success WHAT YOU'LL BRING: We are looking for team members who are passionate about putting their energy, insight, and analytical prowess into work that matters Experience in a people-focused, customer service role, software product support experience strongly preferred Proficient in all Microsoft Excel, including formulas and functions Proficiency in data manipulation and analysis in Excel is required Experience with accounting and/or bond math is preferred Excellent analytical, problem-solving, and decision-making skills BONUS experience with municipal debt or lease accounting is highly valued Exceptional written communication skills Empathetic, positive attitude with a commitment to our client’s success Highly organized with a high level of accuracy and attention to detail is required A strong sense of service and a passion for technology Comfort in a fast moving startup environment Must be able to operate independently and effectively through periods of uncertainty, ambiguity and change Demonstrated ability to relate well to individuals and groups with widely varying backgrounds, perspectives, education and skills is required Bachelor’s Degree in Accounting or Finance preferred OUR “GOAT” VALUES: GROW Continuously We believe in continuous improvement, never accepting the status quo as good enough, and iterating to move quickly without compromising on quality. We are energized by the fast-paced rate of change that growth demands and see new challenges as opportunities for resilience and personal development. We are driven by curiosity to think creatively, innovate, and experiment, and we humbly incorporate lessons learned from success and failure along the journey. OWN Your Outcomes We hold ourselves accountable for exceptional effort, execution, reliability, professionalism, and results that add tremendous value for customers. We are all individual contributors, responsible for delivering value to our customers, team, and company with every action we take. As managers, we lead by example in both what we do and how we do it, and stay personally familiar with the work as we coach our teams. We follow through on our decisions and commitments with action. ABOVE & Beyond We create moments of magic, surprising and delighting our customers at every touchpoint. We run towards problems and enthusiastically jump in to help colleagues however we can be valuable. We take pride in proactively doing the extra little things that set us apart, even when no one is watching. TEAM Over Ego There is no task needed at DebtBook that is beneath any of us. We work hard to be the teammate others want on their team. We have the courage to have hard conversations and the grace to receive honest feedback in pursuit of excellence. WHY DEBTBOOK: DebtBook is a fast-gro…