Our growing company is seeking a motivated and detail-oriented Product Support/Product Operations Specialist to join the team. We’re looking for the professional equivalent of a Swiss army knife who will touch all aspects of product - support, analytics, testing, and cross-functional collaboration. The expectation is that this role will help ensure the smooth operation of our product offerings and enhance user satisfaction.
This role offers an excellent opportunity to contribute to the success of our product while developing your skills in a dynamic and supportive environment. If you are passionate about product support and operations and have a strong technical background, we encourage you to apply.This is a hybrid position and does require in-person collaboration at Your Money Line’s Indianapolis headquarters.
About Your Money Line
Money is stressful. We're on a mission to fix it. Your Money Line is one of the leading financial wellness benefits in the nation. We pair AI-powered software with empathetic human coaching to increase financial stability and confidence in thousands of households—from teachers to nurses and everyone in between. With YML, employees get help with everyday money challenges, and employers see gains in team wellness, retention, and engagement. Your Money Line was founded by Peter Dunn (aka Pete the PlannerTM) and is funded by leading Midwest investors like Ground Game Ventures, Elevate Ventures, Rehab Industries, InnovateMap Ventures, and Gravity Ventures.
Responsibilities:
Implementation & Support
- Provide support to the Client Success Management (CSM) team during client launches, including client setup and SFTP configurations
- Support on client calls related to SFTP requirements and setup as needed
- Serve as the primary product support resource, specifically including cases escalated from our Financial Guides
- Document support tickets, ensuring detailed and accurate records
- Escalate unresolved tickets to the appropriate team member in Product/Engineering
Product Development
- Collaborate with the VP of Product to define features, user stories, and design documentation
- Conduct solution research to support product innovation.
- Assist in gathering buyer and user feedback concerning product utilization and new potential features
- Manage product adoption efforts through proactive tours and feature call-outs
Analytics
- Collaborate with the VP of Product to define and monitor key product metrics
- Become intimately familiar with Mixpanel to allow us to fully understand and exploit product metrics that help us understand user behavior better
- Conduct regular reviews of metrics and work on identifying new metrics to collect
- Collaborate with engineers to improve product analytics
- Become an expert in ad-hoc reporting and query generation to support data-driven decision-making.
Qualifications
- At least 3 years of experience serving in a SaaS product-related role
- Strong working knowledge of relational databases and SQL
- Effective verbal and written communication skills - will be working with internal stakeholders and external customers.
- Affinity for working with data and analytics
- Technical understanding of how SaaS products are architected
- Some experience working with analytics platforms, like Mixpanel, Pendo, or FullStory
- Strong business analyst skills - able to understand requirements
Additional Skills and Attributes:
- Detail-oriented with strong organizational skills
- Proactive problem-solving ability
- Ability to work independently and collaboratively within a team
- Eagerness to learn and adapt in a fast-paced environment
- Customer-focused mindset with a passion for delivering high-quality support and solutions
Benefits
- Base salary of $75,000 - $85,000, based on experience
- Company stock options
- Work laptop
- Unlimited wellness time off
- Hybrid office model
- 20 days of paid time off annually
- Volunteer time off
- Paid holidays
- Paid maternity, paternity, and adoption leave
- Medical insurance and health savings account (HSA)
- Dental and vision insurance
- 100% employer-provided life insurance
- 401K and 401K Match
- Regular employee events
- Office snacks
- Flexible working hours
- Voted a “2024 Best Place to Work in Indiana”
- Fun startup culture
If you feel you meet these qualifications, you get excited by helping millions of people achieve financial stability, and you want to work with a diverse, hardworking team – we’d love to meet you.
