User Support Specialist

Array is a financial innovation platform that helps digital brands, financial institutions, and fintechs get compelling consumer products to market faster. We deliver a suite of credit and identity monitoring tools, privacy protection, and a financial ads marketplace via embeddable widgets or a clean, modern API. Our private label offerings help drive revenue and increase engagement for our customers while empowering millions of consumers to achieve their financial goals.

As a remote-first company, we’re focused on providing opportunities for high performing individuals to have deep impact in the fast growing fintech space. A clear mission, a commitment to continuous improvement and a willingness to experiment empower us individually and together deliver the best products for our clients and users.

We’re looking for a User Support Specialist to join our collaborative and client-focused Client Services team. You’ll work directly with clients to troubleshoot issues, provide timely support, and ensure smooth day-to-day operations of high-traffic websites and mobile applications in the credit score and reporting space. This is an ideal role for someone early in their career who wants to grow into a more advanced support, deployment, or engineering role over time. You’ll gain direct exposure to product functionality, APIs, and internal tools, and you'll collaborate closely with cross-functional teams. The role includes participation in on-call rotations after training.

You Have:

• 1 year of experience in a technical support, help desk, or user support role, preferably in a remote setting.
• Strong communication skills and a customer-first mindset.
• Basic understanding of REST APIs and how they are used.
• Exposure to SQL for reviewing and querying data is a plus.
• Familiarity with JavaScript, HTML, or general web technologies is a bonus.
• An eagerness to learn and grow in a fast-paced, startup environment.
• A natural inclination to leverage AI tools in your workflow.
• Maintain a habit of using AI tools to think, build, and ship faster—it’s your default, not an afterthought.

You Will:

• Respond to client inquiries and technical issues via email, ticketing systems, and occasional video calls.
• Investigate issues by reviewing API logs and user actions, escalating more complex cases to senior team members or engineering.
• Document common issues and resolutions in internal knowledge bases and contribute to client-facing FAQs or support articles.
• Collaborate with the product and engineering teams to track recurring issues and suggest process improvements.
• Maintain up-to-date familiarity with our product offerings to deliver accurate support.
• Embrace AI tools to speed up your work—whether drafting replies, analyzing issues, or exploring solutions.
• A belief that AI is reshaping work, you instinctively use it to accelerate everything you do.

Pay transparency: $60,000 + for base salary, depending on experience.

Expected interview process: Recruiter Conversation - Take home assignment - Hiring Manager Interview - Loop round: Client Engagement, Technical Interview, How We Work

Array Offers All Full Time Employees the following Benefits and Perks:

• Full medical, dental, and vision, premiums covered at 100% for full-time employees and 70% for dependents
• Unlimited PTO and sick leave + 14 company holidays to encourage a healthy work-life blend
• 100% 401k match up to 4% with immediate vesting
• Generous and competitive parental leave for all parents
• $1,000 desk setup subsidy to set-up your unique remote office
• $100/month to subsidize wifi/cell phone expenses
• Summer Fridays (half-day Fridays) typically from late May to the end of August
• AnniversArray Kits for work anniversaries

Not sure if you meet the Qualifications? We know that folks tend to only apply if they check every box. If you think you have the appropriate qualifications, but don’t meet every single one, we encourage you to still apply. We’d love to hear from you.

One of our core values at Array is to care and support one another, and that’s why we strive to create an environment where everyone feels empowered to bring their best selves to work. Diversity, equity, and inclusion foster collaboration, comfort, and confidence. We’re at our collective best when we each feel our best.

We are proud to be an equal opportunity workplace; we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.