Reports to: COO

Salary Range: $75,000 – $90,000 starting base salary (stock options awarded separately)

Location: Fully remote with two onsite meetings per year

Benefits: Open PTO · Fully paid medical, vision, and dental insurance for you and dependents

Primary Duties

• Deliver advanced operational support to customers via live chat, phone, and support tickets.
• Support customers by tracing issues, reconciling data, and troubleshooting client setups.
• Build, modify, and deliver custom reports for internal and external stakeholders (e.g., payment performance, bank fees vs. surcharges collected).
• Diagnose and resolve data discrepancies (payment data, CRM, servicing & tech tickets, etc.).
• Help improve and document standard operating procedures; identify automation opportunities and implement solutions.
• Assist in onboarding and training new customers with Confido products.
• Work cross-functionally with engineering, product, and internal stakeholders to escalate issues and drive resolution.

Strategy & Design

• Collaborate with the COO to refine operational workflows and tooling.
• Propose solutions that improve operational quality and client outcomes.
• Assist in mapping long-term automation and support enhancements.

Success Metrics (6 Months In)

• Client satisfaction trends improve (NPS/support quality)
• 90%+ of existing customers migrated to new payment processor
• Custom report throughput improved and automated where possible
• COO has regained significant bandwidth for strategic initiatives

Must-Haves

• Genuine drive to serve the customer and resolve problems proactively
• Excellent communication skills — clear, professional, responsive
• Proactive mindset with an ability to see around corners and anticipate issues
• Comfortable with ambiguity — you'll work where processes are evolving

Experience & Background

• 2–4+ years in a customer support, operations, or analyst role
• SQL or database query experience
• Advanced Excel/spreadsheet skills
• Ability to explain data issues to non-technical audiences
• Implemented solutions using low-code automation tools (e.g. Zapier or Parabola)
• Experience in SaaS, payments, fintech, or legal tech is a plus

Confido Legal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity or expression, age, disability status, protected veteran status, or any other characteristic protected by law. This role is US-based. Confido is unable to sponsor a visa at this time.