Customer Support Associate

Anchor Fintech•Austin, TX

2d•Hybrid

About The Position

Anchor is seeking a sharp, driven, AI-first Customer Support Specialist to join their best-in-class team. The company has recently closed $40M in top-tier VC funding and experienced 500% growth last year, aiming to transform the $74B services payments market with a platform that automates billing and collections. This role is ideal for someone who wants to join a high-impact team where their work directly drives business growth and shapes the customer journey. The Customer Support Specialist will be a champion for business owners and their clients, engaging with them through various channels, driving product adoption, and acting as a crucial partner throughout the customer lifecycle. The company emphasizes an AI-first approach, expecting employees to leverage AI to automate repetitive tasks and improve workflows. The team operates on principles of proactivity, transparent communication, relationship building, accountability for outcomes, and deep product/industry knowledge. They maintain high performance standards while providing support 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, you are 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.

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

Serve as the frontline customer support advocate, owning every interaction to deliver positive, solution-driven support that amplifies the customer's voice.
Educate customers on intended product functionality, new product releases, best practices, and share resources.
Communicate with clarity, empathy and convey partnership, especially during process confusion or stressful technical issues.
Explain complex billing situations or technical concepts in easy to understand language.
Identify & solve the root issue, even when it's not clearly stated by the customer while simultaneously addressing the customer’s stated concern.
Log detailed notes, screenshots, and tags on Intercom conversations and Linear issues so internal teammates can pick up where you left off.
Take action or make a suggestion when you see something is broken or could be automated, whether it’s a missing Help Center article, a broken workflow, a manual process, or a pattern in customer conversations.
Investigate and troubleshoot product issues: reproduce problems, isolate root causes, provide customers with solutions or workarounds, and document 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 to empower customers and optimize internal processes.
Create tools using Claude to improve the team’s productivity and performance.