Ascend is transforming the $10 trillion global insurance industry by combining AI automation with embedded fintech.
While insurance represents 7.2% of global GDP, outdated financial infrastructure like PDFs, emails, and manual reconciliation continues to slow the industry down. Ascend is the first and market-leading finance automation platform built specifically for insurance, driving the industry’s rapid digital transformation.
In just three years:
Trusted by thousands of insurance businesses nationwide
Processes billions in transactions annually, growing 200%+ per year
Built a world-class team of 50+ across San Francisco and Columbus
Ascend automates the entire insurance financial lifecycle—from collections and accounting to reconciliations and disbursements—helping businesses streamline operations and increase profitability.
In the AI era, software alone is no longer enough. For decades, software costs have declined, and with AI, they’re now in free fall. As both software buyers and builders, we fully embrace this shift—it makes technology more powerful and accessible. However, businesses must also maximize monetization, and the future belongs to those that embed themselves into financial flows rather than simply selling SaaS.
That’s why AI + fintech is our edge—seamlessly integrating financial automation into transactions to create real, lasting value. Customers don’t just buy software; they unlock powerful financial efficiencies with a 5–7x ROI.
Why We Do ItInsurance is a $10 trillion-plus industry running on legacy systems. AI alone won’t fix it, but AI-powered automation embedded into payments and transactions will.
Ascend’s mission is to become the leading financial automation platform for insurance by 2030—powering the entire industry’s financial operations while transforming the way trillions of dollars move.
We are looking for a hands-on, strategically minded Product Support Lead to scale our support function. This role will serve as the ultimate escalation point for complex customer issues, ensuring our customers receive timely, high-quality resolutions. You’ll balance hands-on problem solving with long-term strategy by designing processes, tools, and team structures that allow support to grow alongside the business.
Responsibilities Will IncludeObjective #1: In your first 30 days, you will:
Dive deep into Ascend’s product and support processes/tools
Begin developing your strategy for the team
Objective #2: In your first 60 days, you will:
Have a firm grasp of our strengths and weaknesses as a product and team, with actionable recommendations for improving efficiency and resolution pathways
Run key team operations, including our support system (Pylon), weekly team meetings, and escalations
Objective #3: In your first 90 days and beyond, you will:
Lead our team of support specialists, from daily ticket triage to 1:1s and coaching
Develop and execute on our tooling roadmap in collaboration with product management
Broadly own our support system, deploying your expertise and guidance to help us scale a world-class Product Support team
You Might Be a Good Fit If You Are/Have
Prior experience building support systems and leading support teams at early-stage companies
Comfortable with the ambiguity and pace of a startup environment
Strong written and verbal communication skills, with the ability to quickly understand complex subject matter and great attention to detail
A background in insurance, financial services, or insurtech / fintech
Experience working in our toolsets, which include Retool, Pylon, Slack, Notion, Front, and Linear
Base Salary Range: $120,000–$135,000
Benefits
Competitive base salary and meaningful equity in a fast-growing company
100% health premiums covered for you and your dependents
401k with employer matching options
Unlimited PTO
Monthly company-paid commuter benefit options
Parental and family leave
Lunch provided when in office
Dog-friendly office!
Join Ascend and be part of our mission to revolutionize the insurance industry and contribute to global financial modernization. Your leadership can make a significant impact on improving the $1T+ insurance industry.
Equal Opportunity
We are committed to equal opportunity employment and embrace diversity within our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We encourage candidates to apply even if their experience doesn't precisely match this opportunity. We value diversity and are dedicated to equal opportunity employment.
Top Skills
Useascend San Francisco, California, USA Office
San Francisco, CA, United States
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