Tier 3 Escalation Specialist

About us:

Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products.

Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture. 

We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.

Come join our team as we develop new ways to improve the lives of working Americans.

About the role:

The Tier 3 Support Escalation Specialist in End User Support handles the most complex issues that are beyond the scope of Tier 1 and Tier 2. This includes dealing with bugs, intricate processes, money movement issues, and liaising with external vendors.  The Tier 3 Escalation specialist will work with cross-functional teams on escalations that require collaboration with teams such as Fraud, Admin Support, Onboarding Team, CX OPs, Compliance, and Support Operations.

Responsibilities:

• Address and triage high-level technical issues involving software bugs, system failures, and process complexities.
• Handle sensitive issues related to financial transactions.
• Work closely with external vendors and internal teams to troubleshoot and resolve issues.
• Provide expert advice and guidance to lower-tier support teams.
• Identify documentation gaps and act as a subject matter expert for our Training & Documentation team to help close those gaps
• Assist other levels of support when volume increases
• Live chat interactions
• While this role is not phone-based like T1/T2, team members may be required to make occasional outbound calls (e.g., at the request of an Admin, or when resolving an issue would require too much back-and-forth with a user)

Qualifications:

• Availability Monday–Friday from 9:00 AM to 5:30 PM CST
• Extensive knowledge of financial technologies and complex system operations.
• Strong analytical and problem-solving skills.
• Excellent communication skills and ability to handle high-pressure situations.
• Prior experience in advanced technical support roles in a fintech setting.
• Ability to quickly learn and apply new processes and technologies.

Compensation:

The salary range for this role is $50-55k.

The salary range displayed reflects an average base salary range for the position across all the US. The base salary offered to an applicant could be higher or lower based on each applicants specific skill set, depth of experience, relevant education or training, etc. The base salary range listed excludes commission/ bonus/ equity or benefits.

Benefits: 

• Remote-first work culture (domestic USA)
• Branch-paid medical, dental, and vision insurance 
• Equity
• 401k
• Flexible time off
• Paid company holidays
• Paid parental leave (eligible after 6 months of employment)

Working at Branch

A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together.  Learn more about what we do in this video!

Our collaborative spirit has helped us become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.  

Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about

Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Must be currently authorized to work in the USA without sponsorship or transfer.

No third-parties, please.

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