Note: The job is a remote job and is open to candidates in USA. Anchor provides an AI-first platform that automates billing and collections for businesses in the services payments market. The Customer Support Associate serves as a frontline advocate, supporting customers across multiple channels, troubleshooting product and billing issues, educating users, documenting solutions, and using AI to improve support workflows and productivity.
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
Skills
- 1-3 years of experience providing product and technical support in a fast-paced, high volume environment
- 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
- **💜 This position is remote. Our US hub is in Austin, TX (working hybrid) while part of the team is distributed globally. This position will have a fixed schedule of Monday - Friday 9 AM–6 PM EST.**
- In-app messaging or chat support and software and mobile app support experience preferred
- Experience creating workflow automations on Intercom, Zendesk, or Freshdesk
- Experience using workflow automation tools like n8n, [make.com](http://make.com/), Zapier
- Experience supporting API questions
- Experience working in fintech or a high compliance industry (like healthtech
Benefits
- This position is remote.
- This role offers an incredible opportunity for career growth.
- You’ll build the exact skill set needed to accelerate your career path into Customer Success Management.
- You will help build or adopt systems supported by our company-wide AI tools strategy.
Company Overview