Customer Support Associate

Red Oak•Austin, TX

4d•Hybrid

About The Position

Red Oak is a compliance technology company serving financial services firms. Following its combination with MirrorWeb, it offers marketing compliance review, content distribution, and communications supervision and archiving in one platform. More than 1,550 regulated firms use its products. The Customer Support Associate joins the Support team and supports clients using Red Oak and MirrorWeb products, as well as internal teams including Customer Success, Account Management, Sales, and Onboarding. The role handles straightforward support requests, performs first-level troubleshooting, and routes or escalates more complex issues with useful context. The associate works with Fin AI as an initial point of contact, handling conversations it cannot resolve and providing feedback to improve its answers and handoffs. The team is consolidating two ticketing systems into one, and the associate will support that transition. This is an entry point into technical support, with training and guidance as product, tools, and process knowledge develops. The position is based in Austin, Texas, with a hybrid work arrangement and Monday–Friday hours from 9 a.m. to 5 p.m. Central Time.

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, curious approach to solving problems.
Good organisation and the ability to manage several requests at once.
Comfort using AI tools or a strong interest in learning them.

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 so urgent issues reach the right people quickly.
Share feedback on what is working and what is not as Support teams and tools are brought together.
Carry out 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 the impact on the client.
Log bugs in Linear with clear reproduction steps and keep clients and internal teams updated on progress.
Flag recurring questions, knowledge gaps, and Fin AI issues, including incorrect answers or poor handoffs, to the Support Team Manager.
Use Claude for investigation and drafting, AI-connected internal tools to gather context, and Fin AI as the first line of support in Intercom.
Check AI-generated output before relying on it.