Customer Support Associate

Anchor Fintech•Austin, TX

2d•Hybrid

About The Position

Anchor is a rapidly growing company that has secured $40M in top-tier VC funding and achieved 500% growth last year, aiming to transform the $74B services payments market. Our platform automates billing and collections, allowing businesses to concentrate on growth. We are seeking a driven, AI-first Customer Support Specialist to join our high-performing team. This role involves more than just ticket resolution; you will be a champion for business owners and their clients from the outset. Responsibilities include engaging with customers via live video calls, driving product adoption, and acting as a crucial partner throughout the customer lifecycle. This position is designed as a launchpad for career advancement, particularly into Customer Success Management, due to the team's efficiency and the direct impact of individual performance. Anchor is committed to being an AI-first organization, expecting team members to leverage AI for automating repetitive tasks and improving workflows. The ideal candidate will possess heart, grit, and ownership, contributing to exponential value for both customers and Anchor. Our team operates on principles of proactivity, transparent communication, relationship building, accountability for outcomes, and deep product/industry knowledge. We maintain high performance standards while fostering a supportive environment with the necessary tools, clarity, and collaboration.

Requirements

1-3 years of experience providing product and technical support in a fast-paced, high volume environment.
In-app messaging or chat support and software and mobile app support experience preferred.
Proficiency in Intercom, Zendesk, Freshdesk, or similar support tools; adept at becoming proficient in new tooling quickly.
A startup mindset, comfortable operating in ambiguity, with constant change, and contributing to building processes as you go.
Strong technical instincts; comfortable configuring tools, building workflows, and adopting new systems independently.
Owns customer conversations end-to-end, including those started by other team members.
Identifies issues that need to be escalated to management or engineering swiftly.
An AI-first mindset with demonstrated experience using AI tools to improve daily workflows and productivity (not just for simple questions or writing emails).
Experience in B2B or B2B2C SaaS Support.
Experience creating workflow automations on Intercom, Zendesk, or Freshdesk.
Experience using workflow automation tools like n8n, make.com, Zapier.
Experience supporting API questions.
Experience working in fintech or a high compliance industry (like healthtech).

Nice To Haves

Experience creating workflow automations on Intercom, Zendesk, or Freshdesk
Experience using workflow automation tools like n8n, make.com , Zapier
Experience supporting API questions
Experience working in fintech or a high compliance industry (like healthtech)

Responsibilities

Engage with customers across various channels including in-app messaging, email, webinar support, and scheduled live video calls.
Rapidly build product mastery in a high-volume, dynamic environment.
Serve as the trusted voice of the product, translating complex technical questions into successful customer outcomes.
Act as the frontline customer support advocate, owning every interaction to deliver positive, solution-driven support.
Educate customers on intended product functionality, new releases, best practices, and share resources.
Communicate with clarity, empathy, and a sense of partnership, especially during process confusion or stressful technical issues.
Explain complex billing situations or technical concepts in easily understandable language.
Identify and solve the root issue, even when not clearly stated by the customer, while simultaneously addressing their stated concern.
Log detailed notes, screenshots, and tags on Intercom conversations and Linear issues.
Take action or make suggestions when identifying broken or automatable processes, such as missing Help Center articles, broken workflows, manual processes, or patterns in customer conversations.
Investigate and troubleshoot product issues, including reproducing problems, isolating root causes, providing solutions or workarounds, and documenting findings for Engineering.
Partner with Product, Customer Success, and Sales teams to relay customer insights and drive product improvements.
Develop and maintain detailed support documentation, FAQs, and knowledge bases.
Create tools using Claude to improve team productivity and performance.