Product Operations Specialist, Servicing

About Us:

At Parafin, our mission is to grow small businesses. Small businesses are the backbone of our economy, yet banks do not have their back. Parafin is a technology company that builds infrastructure which enables small businesses to get easy access to financial services via platforms they sell on.

Parafin's first product offers capital-as-a-service for online platforms. Parafin currently powers the capital programs of platforms ranging from Series B to post IPO companies. We are a tight knit team of engineers and designers, coming from organizations such as Robinhood, Affirm, CapitalOne, Uber and CERN, excited both about helping hundreds of thousands of small businesses grow and thrive, and building products that leaders at top companies have started to use every day. We are backed by prominent venture capitalists such as Ribbit Capital, Thrive Capital, Index Ventures, Green Oaks Capital and SV Angel.

About the Position

We are looking for a Servicing Specialist to support our merchants each day. This role will be a critical operator of the company's products suite by providing a positive payment experience for the small businesses we support. You will be responsible for running and building best in class processes for payments, fraud, and servicing, and work directly with our Head of Product Ops to solve problems for hundreds-of-thousands of merchants.

Are you a customer-obsessed operational problem solver excited to work at a fast growing startup to help grow small businesses? If so, come join us!

What You’ll Be Doing:

• Investigate and resolve issues in the areas of processing payments, creating alternative payment plans, errors handling and other related tasks to ensure full payment collections.

• Provide quality service to small business owners via email and phone with focus on debugging and resolving payment issues.

• De-escalate scenarios and present resolutions for tough to navigate situations.

• Identify and track payment issues to ensure transparency and decrease missing payments over time.

• Provide necessary documentation, details, and evidence in a timely manner to ensure all payment issues are addressed.

• Work with the Customer Support team to build feedback loops and processes in servicing customers. 

• Work directly with management and product ops managers for ongoing improvements from merchant level all the way to systems, process, or product level.

• Work in a startup environment with the goal to strive for improvement with both the quality and method of the interaction with merchants.

• Review current processes and provide feedback on how to improve the function and Parafin as a whole.

• Support other product functions with your specialties as needed.

What We’re Searching For:

• Strong understanding of payments

• Experience with loan servicing

• Excellent communication skills

• Thrive in an entrepreneurial environment

• Data driven approach to monitoring and optimizing recovery rates

We Prefer If You Have:

• Experience working in a fintech startup.

• Experience building a team and processes from the ground up

• Fluency in (or desire to learn) data analysis skills and tools, such as SQL / R / Python

What We Offer

• Salary Range: $90-95k.

• Medical, dental & vision insurance

• Unlimited PTO & work from home flexibility

• Commuter benefits

• Free lunches

• Paid parental leave

• 401(k)

• Employee assistance program

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us.