Company Overview

Promise empowers utilities and government agencies to create flexible, affordable solutions for individuals struggling with debt. Our intuitive approach to payment plans and relief distribution leads to improved enrollment and recovery rates that significantly exceed industry standards. As a result, individuals clear their debts more quickly and incur fewer penalties, while our partners experience fewer delinquencies and increased revenue.

At Promise, we prioritize treating people facing financial difficulties with respect and dignity, offering them the necessary tools and resources to thrive. Our team's expertise spans various sectors, with technology specialists from renowned companies like Google, Stripe, and Palantir, as well as esteemed government leaders.

We've successfully secured over $50 million in funding, with backing from prominent investors including Kapor Capital, XYZ Ventures, Bronze Investments, First Round Capital, Y Combinator, The General Partnership (previously known as Sweat Equity Ventures), Howard Schultz, and more. We are honored to have recently been recognized as one of Fast Company's "World's Most Innovative Companies of 2022."

Role Overview

We are seeking an on-call Product Operations Analyst whose attention to detail and problem-solving prowess will directly touch and improve the lives of those navigating financial challenges. In this role, you will be an operational cornerstone of compassion and efficiency, managing and resolving technical issues that our users encounter. Your dedication will pave the way for a higher degree of technical support, seamlessly integrating customer care with our engineering teams. Your impact will go beyond technical fixes; it will offer a smoother, more reliable experience for our customers.

What You’ll Do

• Operate and fine-tune a responsive, tiered on-call framework to effectively bridge our user-focused call center with our problem-solving engineers.

• Swiftly triage and categorize incoming queries, deciding on direct solutions or strategic escalations.

• Execute precise command-line operations and script-based fixes, improving user interactions with our platform.

• Interact with APIs and employ technical tools to proactively manage and resolve system and operational inquiries.

• Diligently document issue resolutions, contributing to a knowledge base that drives user-centric product development.

• Act as a collaborative hub between customer service and technical teams, ensuring solutions are delivered with clarity and empathy.

What Will Enable You

• A heartfelt alignment with Promise’s mission, driving you to leverage technology in empowering individuals on their journey to financial well-being.

• A minimum of 3 years experience in on-call technical operations or technical support, preferably in tech or startups, showing your adaptability to fast-paced change.

• Proficiency in scripting, APIs, and command-line tools, allowing you to swiftly navigate technical challenges.

• Self-starter with the ability to meticulously follow and improve operational guidelines.

• Exceptional organizational talent for clear, impactful documentation.

• An inventive problem-solver, ready to tackle diverse technical hurdles head-on.

Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. Additionally, the Company complies with applicable state and local laws governing non-discrimination in employment in every jurisdiction in which it operates. Promise is committed to promoting diversity and inclusion in the workplace. We also provide reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and those with sincerely held religious beliefs, in accordance with applicable laws.

Due to our work with the US government, we can only hire US citizens. Candidates living in other countries need not apply.