Description

Product Support Specialist

Rocket Financial is delivering the promise of embedded finance — modern payments, banking, and money movement built for the way businesses actually run today. Our platform helps companies launch their financial capabilities to a level they couldn’t reach with legacy tools, and the people who feel that difference most are the CFOs and controllers who count on us every day.

As our Product Support Specialist, you’ll be the front line for those customers and the last line of defense for product quality. You’ll own customer-facing support, catch issues before they ship, and make sure every part of Rocket Financial feels polished, consistent, and on-brand. This role sits at the intersection of customer support, QA, and product communication. You don’t need to write code, but you’ll need to know our product better than anyone.

This is a fully remote role. You’ll work on Eastern Time to stay aligned with our team and customers.

What you’ll do

Support our customers

  • Own customer inquiries and issues – responding with the clarity, professionalism, and precision finance leaders expect
  • Troubleshoot reported issues end-to-end — reproduce, diagnose, resolve, or escalate with full context
  • Spot patterns in customer questions and surface them to the product team before they become bigger problems

Champion product quality

  • Run functional testing through the apps before every release to catch issues before customers do
  • Audit the product regularly for consistent branding, copy, and visual polish across screens
  • Make sure everything a customer can see and do is working well, looking right, and behaving as expected — financial products have no room for “close enough”
  • Triage and report real issues to the product team with clear, reproducible context

Communicate releases

  • Write and publish release notes and in-app announcements for each new release
  • Translate engineering changes into clear, customer-friendly language that clients users can act on

Be the product expert

  • Learn every new feature in depth as it ships — how it works, when to use it, what the edge cases are
  • Maintain a deep, end-to-end understanding of how the system fits together, including the financial workflows it supports
  • Serve as the go-to product authority across the company — for sales, success, marketing, and engineering
  • Advocate for customer needs and surface trends that should influence the roadmap

What we’re looking for

  • 5–8+ years in a customer-facing role at a SaaS or fintech company (support, success, or QA), with at least some of that time in B2B
  • Track record of supporting finance, accounting, or operations buyers — or strong domain fluency if coming from a different background
  • Excellent written communication — you can explain a technical issue clearly to a controller mid-close, and write a release note that’s professional without being dry
  • A high-quality eye — you notice when a number is formatted inconsistently, a button is misaligned, or copy reads off-brand
  • Self-direction in a remote environment — you set your own pace, manage your own queue, and communicate proactively without being chased
  • Ability to work Eastern Time business hours
  • Comfort with tools like Intercom, Notion, and modern web apps
  • The judgment to know what’s an edge case, what’s a real bug, and what’s a roadmap-worthy signal

Nice to have

  • Experience writing release notes, help-center content, or in-app copy
  • Background in QA or manual testing
  • Familiarity with mid-market finance workflows: AP/AR, treasury, reconciliation, cash management, or month-end close
  • Comfort with light data analysis (looking at usage data and ticket trends)

Why this role matters

You’ll be the voice of Rocket Financial to our customers, and the voice of our customers inside the company. In fintech, trust is everything — and trust is built one polished release, one well-handled ticket, and one well-written release note at a time. The product gets better because you catch what others miss and care about how it feels to use.

Why Join Rocket:

  • 100% Remote
  • Additional Health Benefits Offered
  • Fast Paced Start Up Environment with lots of room to grow
  • Generous PTO

Company Website: https://rocketfncl.com/