Found

Lead and develop customer support teams, define KPIs and strategies, and collaborate with product and engineering teams to improve customer experience. | 7+ years managing customer support teams, experience with support platforms, and ability to work in a fast-paced startup environment. | About Found The self-employed workforce is a rapidly growing, resilient, and colorful 60 million Americans. But self-employment comes with its own set of challenges: navigating taxes, accounting, bookkeeping, and business banking are just a few. That’s where we come in. Found is building tools that give self-employed people the security and peace of mind that has historically only been possible at big corporations. We’re a business bank account that automates taxes and expense tracking because we believe small business owners should spend more time doing what they love and less time on their business finances. We’re looking for kind, resourceful, and passionate people to join us in building the safety net for self-employment. Day to day, you will: Partner with cross-functional stakeholders to influence the product roadmap and company-wide strategy; synthesize customer trends, collect product feedback, and find points of friction Coach managers to ensure their teams meet goals and are successful in their day-to-day work and beyond Monitor and define KPIs, OKRs, and operational work that keeps the team moving; define strategy for the CX organization Collaborate on internal processes, policies, documentation, and training that supports the overall team Support our customers by handling high-visibility internal and external escalations To thrive in this role, you have: 7+ years experience managing a customer support team in a start-up or technical environment; direct responsibility for hiring, training, and performance management Demonstrated ability to lead independently and adapt your management style to organizational and platform changes Experience with common customer support and analytics platforms; possess interest and/or experience with AI in relation to customer support Ability to effectively communicate with technical and non-technical partners, with specific experience in partnering with Engineering, Product, Design, and Risk Experience setting roadmaps for a customer experience organization Experience problem-solving in a fast-paced growth environment; a self-starter approach to learning Excellent written and verbal communication skills (with a focus on empathy and problem solving), both with customers and fellow employees Experience managing a distributed team You may also have: Experience or interest in financial services, accounting, taxes, and/or self-employment Experience working in a fast-moving, high-growth start-up environment Proficiency in data analysis Compensation at Found The anticipated salary range for this role is $150,000 - $170,000. The salary range listed represents the low and high end of the anticipated salary range for this position across all US locations. Within the range, individual pay is determined by several factors including job-related skills, experience, and relevant education or training. Our competitive base salary is just a piece of Found’s total compensation package. Found offers a generous benefits package to all employees see our list below or check out found.com/careers to learn more! About You Found is built by a team that comes from a variety of backgrounds and experiences, and we firmly believe that diversity, equity, and inclusion are crucial to our success. As we grow, we’re searching for passionate and motivated team members who are excited to bring their skill set to the team and are ready to learn from others. If you are looking for a role where you will have the opportunity to make a meaningful contribution and great impact, we would love to hear from you! Perks & Benefits of Found (USA) 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation. Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave. Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 90% covered for dependents. Work anywhere: We have Found offices in SF and NYC. For team members who work outside those cities, Found also supports fully remote working. Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees. Generous vacation policy: Vacations, appointments, mental health days- take the time you need. To learn more about our benefits or the team please go to found.com/careers.

Build and maintain risk product roadmaps, partner with cross-functional teams, and own the end-to-end lifecycle of risk initiatives. | 8+ years in product management, experience with risk-related products in payments or money movement, strong analytical skills, and excellent communication. | About Found The self-employed workforce is a rapidly growing, resilient, and colorful 60 million Americans. But self-employment comes with its own set of challenges: navigating taxes, accounting, bookkeeping, and business banking are just a few. That’s where we come in. Found is building tools that give self-employed people the security and peace of mind that has historically only been possible at big corporations. We’re a business bank account that automates taxes and expense tracking because we believe small business owners should spend more time doing what they love and less time on their business finances. We’re looking for kind, resourceful, and passionate people to join us in building the safety net for self-employment. About this Role: Thanks for your interest in Found! The Risk Product team is central to how Found operates and delivering a world class banking product that small businesses love. Found’s product strategy relies upon giving customers the freedom to move money quickly and securely — with the access and limits needed for their business’ money movement — while minimizing Found’s financial risk. Building, maintaining, and monitoring reliable ways for our users to move their money is crucial to Found’s success. This is a full stack team with its own designers, engineers, and product analysts. Day to day, you will: Build & maintain the roadmap for Risk Product, leveraging research, customer insights, and data to prioritize feature improvements and net-new feature buildout. Partner closely with Engineering, Design, Data, Compliance, and Risk Operations to bring this roadmap to life, ensuring feature launches are bug-free, hit SLAs, and are fully compliant with applicable regulations. Drive OKRs, quarterly goal-setting, and regular check-ins on progress-against-goals for your business area. Own the end-to-end product lifecycle for risk-related initiatives, from problem definition through launch, measurement, and iteration. Balance customer experience, business growth, and financial risk by making thoughtful tradeoffs informed by data and operational realities. To thrive in this role, you have: 8+ years of experience in a Product Management role, leading end-to-end product development for complex, user-facing systems. Direct experience owning risk-related product areas, such as disputes, access and limits, fraud prevention, or identity — specifically in the context of payments or money movement. Strong analytical reasoning skills, with the ability to use data to inform prioritization, decision-making, and risk tradeoffs. A track record of owning ambiguous problem spaces and driving clarity, alignment, and execution across cross-functional partners. Excellent communication skills, with the ability to clearly explain complex concepts to technical and non-technical audiences. A business-owner mindset — you understand how risk decisions impact customers, operations, and company-level KPIs, and you take accountability for outcomes. You may also have: Experience leading fraud, access, or identity products in non-fintech environments (e.g., marketplaces, consumer platforms, or enterprise products). Experience managing credit products, including underwriting or risk decisioning systems. Familiarity with money movement systems such as ACH, wires, RTP, card networks, or bill pay. Experience partnering closely with Risk Operations, Compliance, or Fraud teams. Experience building products that operate within regulatory constraints. Experience or interest in serving small businesses, self-employed individuals, or fintech products. Compensation at Found The anticipated salary range for this role is $200,000–$235,000. The salary range listed represents the low and high end of the anticipated salary range for this position across all US locations and levels being hired for. Within the range, individual pay is determined by several factors including job-related skills, experience, and relevant education or training. Our competitive base salary is just one component of Found’s total compensation package. Found also offers a generous benefits package to all employees — see our list below or check out found.com/careers to learn more. About You Found is built by a team that comes from a variety of backgrounds and experiences, and we firmly believe that diversity, equity, and inclusion are crucial to our success. As we grow, we’re searching for passionate and motivated team members who are excited to bring their skill set to the team and are ready to learn from others. If you are looking for a role where you will have the opportunity to make a meaningful contribution and great impact, we would love to hear from you! Perks & Benefits of Found (USA) 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation. Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave. Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 90% covered for dependents. Work anywhere: We have Found offices in SF and NYC. For team members who work outside those cities, Found also supports fully remote working. Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees. Generous vacation policy: Vacations, appointments, mental health days- take the time you need. To learn more about our benefits or the team please go to found.com/careers.

Provide customer support via multiple channels, maintain help center content, represent customer feedback to product teams, and identify process improvements. | 2+ years customer support experience in tech/startup, familiarity with CX platforms, strong communication skills, remote work experience, and interest in customer feedback analysis. | About Found The self-employed workforce is a rapidly growing, resilient, and colorful 60 million Americans. But self-employment comes with its own set of challenges: navigating taxes, accounting, bookkeeping, and business banking are just a few. That’s where we come in. Found is building tools that give self-employed people the security and peace of mind that has historically only been possible at big corporations. We’re a business bank account that automates taxes and expense tracking because we believe small business owners should spend more time doing what they love and less time on their business finances. We’re looking for kind, resourceful, and passionate people to join us in building the safety net for self-employment. About this role: Hi, my name is Lance and I lead Customer Experience at Found. The Customer Experience team is at the heart of what we do at Found. Our team directly supports Found customers at every stage of their journey, from onboarding to successfully running their business with our tools and resources. Because our team is in constant conversation with our customers, we’re in a unique position to support the company by identifying customer trends, collecting product feedback, and triaging software bugs. CX Associates are key to this process, enabling product and policy improvements to make Found an effortless component of our customers’ work lives. We’re looking for team members who are passionate about providing the best customer experience possible to the independent professionals who trust Found with helping them manage their businesses. As a member of a growing team, you’ll also have a direct impact on how we build our team and how Found builds its product. I personally review every application, so if you have any questions please include them in your submission. Some recent team accomplishments include: • Launching company-wide shadowing, to bring everyone at Found closer to our customers. • Adding AI operations tasks to the team’s responsibilities, helping ensure that automation and AI service sounds like Found. • Collaborating with product, design, and engineering teams to address frequent customer pain points to make positive changes for all of our users. Day to day, you will: • Support our customers via phone, email, and social media channels during Found’s support business hours. This role will specifically work Sunday through Thursday, 9am to 5pm ET. We are not able to accommodate non-US applicants at this time. • Maintain our customer-facing Help Center alongside your teammates, creating and improving articles to ensure our customers have all of the information they need before contacting support. • Represent the Voice of Customer to our product, engineering, design, and business teams, to ensure their needs are top of mind as Found continues to grow. • Identify gaps in our internal processes and tools on the CX team and help develop and implement improvements. • Communicate trends in customer feedback and support interactions to the rest of the company, including product, design, and engineering. To thrive in this role, you have: • 2+ years experience providing outstanding customer support in a tech or startup environment. • Experience with common customer experience platforms (e.g. Zendesk, Salesforce, Intercom, etc). • An aptitude for working with customers over the phone and keeping conversations productive. • Comfort working remotely and experience working with distributed teams across different time zones. • Excellent written and verbal communication skills, with a focus on empathy and problem solving. • An interest in identifying patterns in customer conversations and bringing constructive feedback to product and/or engineering teams. You may also have: • First-hand experience as a freelancer, gig worker, side-hustler, or any other kind of self-employment. • A basic understanding of banking, personal finance, and/or taxes. Compensation at Found The anticipated wage range for this role is $30 - $33 per hour. The range listed represents the low and high end of the anticipated salary range for this position across all US locations. Within the range, individual pay is determined by several factors including job-related skills, experience, and relevant education or training. Our competitive base salary is just a piece of Found’s total compensation package. Found offers a generous benefits package to all employees see our list below or check out found.com/careers to learn more! About You Found is built by a team that comes from a variety of backgrounds and experiences, and we firmly believe that diversity, equity, and inclusion are crucial to our success. As we grow, we’re searching for passionate and motivated team members who are excited to bring their skill set to the team and are ready to learn from others. If you are looking for a role where you will have the opportunity to make a meaningful contribution and great impact, we would love to hear from you! Perks & Benefits of Found • 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation. • Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave. • Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 90% covered for dependents. • Work anywhere: We have Found offices in SF and NYC. For team members who work outside those cities, Found also supports fully remote working. • Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees. • Flexible vacation policy: Vacations, appointments, mental health days- take the time you need, whenever you need to with our flexible time-off policy To learn more about our benefits or the team please go to found.com/careers.