Operations Associate

Ambrook • San Francisco, CA

28d • Remote

About The Position

Ambrook is seeking an Operations Associate to join their team. This role will be on the front lines with customers, helping to define high-quality, AI-native support for a fast-growing startup. The position involves high-judgment work across a complex financial product, assisting customers with business problems via chat, email, and phone. Responsibilities include investigating bugs, gathering product insights, and creating help center content, all while utilizing and shaping the AI-powered tech stack. The ideal candidate will make customers feel cared for by a human who understands their business, while also seeking opportunities to automate and streamline processes. This is a builder role with significant growth potential.

Requirements

• Communicate with warmth and precision.
• Stay composed under pressure.
• Write clearly and bring a personality to customer interactions.
• Be an investigative problem-solver who doesn't stop at the surface question.
• Be able to have a substantive conversation with engineering about a technical problem.
• Be AI-native by default, using AI tools to work faster and better.
• Be excited to build new workflows, not just consume them.
• Be detail-oriented but know when to move, holding a high bar for accuracy without over-engineering simple answers.
• Have a high ownership mentality: see what needs to be done and do it without being asked.

Nice To Haves

• Experience with bookkeeping concepts (chart of accounts, reconciliation, journal entries, P&L)
• Fintech, accounting software, or financial services support experience
• Familiarity with Intercom, Linear, or similar support tooling
• Background supporting small business owners or owner-operators
• Experience building or managing AI support tools

Responsibilities

• Complete onboarding on Ambrook's full product surface (bookkeeping, invoicing, bill pay, wallet/cards, tax prep, and Full Service) to handle common support scenarios independently.
• Become proficient in Intercom, internal tooling, and AI-powered support workflows, understanding when to use AI assistance versus hands-on intervention.
• Shadow experienced team members on complex cases (accounting investigations, inventory questions, wallet/payment escalations) and handle straightforward tickets independently.
• Take independent shifts in the customer inbox.
• Develop a working understanding of Ambrook's core customers and their day-to-day financial workflows.
• Independently handle the full range of inbound support across chat, email, and phone with consistently high CSAT.
• Identify, reproduce, and clearly document bugs for Engineering, distinguishing between product issues and user education opportunities.
• Actively contribute to help center content by writing or updating articles based on customer interactions and new product launches.
• Create new skills and workflows that automate parts of the job for themselves and the team, moving beyond existing AI tools.
• Regularly spot trends in customer issues and flag them with clear next steps for product, engineering, and design teams.
• Handle complex cases (accounting investigations, complex bugs, inventory, frustrated customers) with minimal oversight.
• Lead the shift to AI-first support by prototyping new tools, acting as the product manager for the AI support bot, partnering with Engineering, and redefining team workflows.
• Serve as a go-to resource for product knowledge for cross-functional teams across the full platform.
• Unblock and train newer members of the team.
• Contribute insights from support interactions that influence product decisions, surfacing patterns to help the team prioritize.

Benefits

• Competitive salary
• Health insurance
• 401(k) with matching contribution
• Flexible vacation time
• Flexible work hours
• Work-from-home/remote office stipend, or desk at Ambrook’s NYC office or Denver office
• Wellness stipend
• Professional development stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed