Customer Support Associate

Red Oak•Austin, TX

5d•Hybrid

About The Position

Red Oak is hiring a Customer Support Associate for its Support team to assist clients using Red Oak and MirrorWeb products. The role handles straightforward requests from clients and internal teams, while escalating more complex issues to the appropriate support or engineering teams. The associate will work alongside Fin AI in Intercom, taking conversations it cannot resolve and providing feedback on its answers and handoffs. The Support team is consolidating two ticketing systems into one, and this role will contribute to that transition. Training and guidance are provided as the associate builds product, tool, and process knowledge. The position is based in Austin, Texas, with a hybrid work arrangement. It is full-time, with working hours Monday through Friday, 9 a.m. to 5 p.m. Central Time. The role uses Claude, AI-connected internal tools, a knowledge base, Intercom, and Linear. Success involves handling an increasing share of support requests, communicating clearly and accurately, routing urgent issues appropriately, providing well-documented escalations, and gradually taking on more complex tickets.

Requirements

0–2 years of experience in a customer-facing role, such as customer service, help desk, or technical support.
Clear, friendly written communication.
A logical and curious approach to problem-solving.
Good organisation and the ability to manage several requests at once.
Comfort using AI tools or a strong interest in learning them.
Take ownership and follow tasks through.
Eager to learn and ask good questions.
Stay calm and organised when the queue is busy.
Know when to ask for help.

Nice To Haves

Experience in a B2B SaaS or technology company.
Experience with Intercom, Zendesk, Linear, or similar tools.
Experience working to SLAs or in a ticket queue.
Interest in financial services, compliance, or regulated industries.

Responsibilities

Respond to and resolve everyday client and internal support requests quickly and accurately.
Work across two ticketing systems in the short term and help transition to a single platform.
Triage incoming tickets and follow routing and prioritisation guidelines; share feedback on those processes.
Perform first-level troubleshooting across Red Oak and MirrorWeb products using AI-connected internal tools and the knowledge base.
Escalate unresolved issues to a Customer Support Specialist, T3 Support, or Engineering, documenting checks performed and client impact.
Log bugs in Linear with clear reproduction steps and keep clients and internal teams informed of progress.
Flag recurring questions, knowledge gaps, and Fin AI issues to the Support Team Manager.
Work alongside Fin AI by handling conversations it cannot resolve and identifying opportunities to improve its answers and handoffs.
Use Claude for investigation and drafting, and check AI output before relying on it.