Customer Solutions and Support

What We're Looking for

• We're looking for a Customer Support Specialist who's excited to learn a complex product and build real troubleshooting skills from the ground up.
• You're naturally curious about how things work, patient with customers who are frustrated, and comfortable asking questions when you don't know the answer yet.
• With guidance from senior teammates, you'll build the product knowledge and judgment that let you solve problems independently over time.

What You'll Do

• Responding to customer inquiries: Answer incoming support tickets and questions via our support channels, with guidance from senior Support team members on anything unfamiliar or complex.
• Troubleshooting product issues: Learn to diagnose common issues in Sift's platform, using documentation and escalation paths to work through problems you haven't seen before.
• Documenting and tracking cases: Keep clear, accurate records of customer issues and their resolutions in our support tools, so the next person helping that customer has full context.
• Escalating appropriately: Recognize when an issue is beyond your current scope and loop in the right teammate or team, rather than guessing.
• Contributing to our knowledge base: Help identify gaps in internal documentation and contribute notes or suggested edits as you learn.
• Building product expertise: Develop a working understanding of Sift's product and the fraud landscape it operates in, growing your ability to solve problems independently.

Must-haves

• 1-3 years of experience in a customer-facing support, service, or help-desk role, or equivalent practical experience
• Strong written communication skills - clear, empathetic, and precise, especially under a frustrated customer's pressure
• Comfortable learning new software tools and systems quickly
• Experience leveraging AI/LLM tools (e.g., ChatGPT, Claude, Cowork) for day-to-day work, and general fluency with AI-assisted workflows
• A genuine curiosity about how things work, and a willingness to ask for help when you need it

Nice to have

• Bachelor's degree in a relevant field, or equivalent practical experience
• Experience with support ticketing tools (e.g., Zendesk, Salesforce)
• Exposure to SaaS products or basic familiarity with APIs and SQL
• Interest in fraud, payments, or trust & safety

Our Typical Interview Process

• Recruiter conversation: 30-45 minutes with a recruiter to discuss your background and the role.
• Hiring manager screen: 30-45 minutes with the hiring manager to explore your fit for the position.
• Interview loop with the team: covering a customer scenario walkthrough, written communication exercise, and values & behavior.

Benefits and Perks

• Competitive total compensation package
• 401k plan
• Medical, dental and vision coverage
• Flexible lifestyle wallet
• Learning & development reimbursement
• Flexible time off
• Company Mental Health Days

Let’s build it together

At Sift, we are intentionally building a diverse, equitable, and inclusive workplace. We believe that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. We envision a place where all Sifties feel secure sharing their authentic selves and diverse experiences with their teams, their customers, and their community - ultimately using this empowerment and authenticity to build trust and create a safer Internet.

This document provides transparency around how Sift handles the personal data of job applicants: