Customer Support Associate - EST

Anchor Fintech

2d•Remote

About The Position

Anchor is seeking an AI-first Customer Support Associate to support business owners and their clients throughout the customer lifecycle. The role provides support through in-app messaging, email, webinars, and scheduled live video calls, while building product expertise in a fast-paced, high-volume environment. The associate translates complex technical and billing questions into clear solutions, supports product adoption, and serves as a trusted advocate for customers. This role offers an opportunity to develop toward Customer Success Management as the associate masters the platform and builds customer relationships. Anchor expects team members to evaluate workflows continuously and use AI to automate repetitive work and focus on higher-impact activities. The team values proactive, transparent communication, strong customer relationships, accountability for outcomes, deep product and industry knowledge, and high performance supported by collaboration. The position is remote, with a fixed Monday–Friday schedule from 9 AM to 6 PM EST. Anchor’s US hub is in Austin, Texas, where some team members work hybrid; other team members are distributed globally.

Requirements

1–3 years of experience providing product and technical support in a fast-paced, high-volume environment.
Proficiency with Intercom, Zendesk, Freshdesk, or similar support tools, and ability to become proficient in new tools quickly.
A startup mindset and comfort with ambiguity, constant change, and building processes as work evolves.
Strong technical instincts and ability to configure tools, build workflows, and adopt new systems independently.
Ability to own customer conversations end-to-end, including conversations started by other team members.
Ability to identify issues that need to be escalated to management or Engineering promptly.
An AI-first mindset, with demonstrated experience using AI tools to improve daily workflows and productivity beyond simple questions or writing emails.
Experience in B2B or B2B2C SaaS support.

Nice To Haves

Experience with in-app messaging or chat support.
Experience supporting software and mobile apps.
Experience creating workflow automations in Intercom, Zendesk, or Freshdesk.
Experience with workflow automation tools such as n8n, Make.com, or Zapier.
Experience supporting API questions.
Experience in fintech or a highly regulated industry such as healthtech.

Responsibilities

Serve as the frontline customer support advocate and own customer interactions through positive, solution-driven support.
Educate customers about product functionality, product releases, best practices, and available resources.
Communicate clearly and empathetically, especially when customers face confusing processes or stressful technical issues.
Explain complex billing situations and technical concepts in easy-to-understand language.
Identify and solve underlying customer issues while also addressing the concern the customer stated.
Record detailed notes, screenshots, and tags on Intercom conversations and Linear issues so teammates can continue the work.
Identify broken workflows, automation opportunities, missing Help Center articles, manual processes, and patterns in customer conversations; take action or suggest improvements.
Investigate and troubleshoot product issues by reproducing problems, isolating root causes, finding solutions or workarounds, and documenting findings for Engineering.
Partner with Product, Customer Success, and Sales to share customer insights and drive product improvements.
Develop and maintain support documentation, FAQs, and knowledge bases for customers and internal processes.
Create tools using Claude to improve team productivity and performance.
Use AI to evaluate and improve workflows and automate repetitive tasks.