Customer Support Associate - EST at Anchor Fintech

United States

<p class="editor-paragraph"><span style="white-space: pre-wrap;">Anchor closed $40M in top-tier VC funding and grew 500% last year, transforming the $74B services payments market. Our platform automates billing and collections so businesses can focus on growth.</span></p><p class="editor-paragraph"><span style="white-space: pre-wrap;">Are you ready to join a high-impact team where your work directly drives business growth and shapes the customer journey? We are looking for a sharp, driven, AI-first Customer Support Specialist to step into a best-in-class team that operates at an exceptionally high standard.</span></p><p class="editor-paragraph"><span style="white-space: pre-wrap;">You won’t just be answering tickets, you’ll be the champion for business owners and their clients from day one. From meeting customers on live video calls to driving deep product adoption, you’ll be a crucial partner across the entire customer lifecycle.</span></p><p class="editor-paragraph"><span style="white-space: pre-wrap;">What You’ll Be Doing:</span></p><ul class="editor-list-ul"><li value="1" class="editor-listitem"><span style="white-space: pre-wrap;">Engage Across Every Channel: Connect with our customer base via fast-paced in-app messaging, email, webinar support, scheduled live video calls.</span></li><li value="2" class="editor-listitem"><span style="white-space: pre-wrap;">Master a Fast-Paced Environment: Hit the ground running, rapidly building product mastery in a high-volume, dynamic setting.</span></li><li value="3" class="editor-listitem"><span style="white-space: pre-wrap;">Drive Real Impact: Serve as the trusted voice of our product, turning complex technical questions into seamless customer wins.</span></li></ul><p class="editor-paragraph"><span style="white-space: pre-wrap;">Why This Role? This position is a launchpad. Because our team is small and remarkably efficient, your performance will be noticed immediately. Beyond delivering exceptional daily support, this role offers an incredible opportunity for career growth. As you master our platform and deepen client relationships, you'll build the exact skill set needed to accelerate your career path into Customer Success Management.</span></p><p class="editor-paragraph"><span style="white-space: pre-wrap;">Anchor is building an AI-first organization from the ground up. It is how we operate by default.</span></p><p class="editor-paragraph"><span style="white-space: pre-wrap;">You are expected to continuously evaluate our workflows and leverage AI to automate repetitive work so you can focus on higher-impact activities. You’ll identify where AI can move faster than manual processes and help build or adopt systems accordingly, supported by our company-wide AI tools strategy and a team operating with the same mindset. With heart, grit, and ownership, you will help create exponential value for our customers and for Anchor.</span></p><p class="editor-paragraph"><span style="white-space: pre-wrap;">Our team operates around a few core principles:</span></p><ul class="editor-list-ul"><li value="1" class="editor-listitem"><span style="white-space: pre-wrap;">We are proactive, not reactive.</span></li><li value="2" class="editor-listitem"><span style="white-space: pre-wrap;">We communicate transparently and set clear expectations.</span></li><li value="3" class="editor-listitem"><span style="white-space: pre-wrap;">We build real relationships and show up when it matters, solving problems and celebrating wins.</span></li><li value="4" class="editor-listitem"><span style="white-space: pre-wrap;">We are accountable for outcomes, not just activity.</span></li><li value="5" class="editor-listitem"><span style="white-space: pre-wrap;">And we know our product and industry deeply, so we can guide customers with confidence.</span></li><li value="6" class="editor-listitem"><span style="white-space: pre-wrap;">We hold a high bar for performance while supporting each other with the tools, clarity, and collaboration needed to succeed. See what our customers </span><a href="https://www.g2.com/products/anchor-anchor/reviews#:~:text=accounting%20firm%20sellable-,Anchor%20Reviews,-(125)" target="_blank" rel="noopener noreferrer" class="editor-link"><span style="white-space: pre-wrap;">say about us</span></a><span style="white-space: pre-wrap;">!&nbsp;</span></li></ul><p class="editor-paragraph"><br></p><p class="editor-paragraph"><b><strong class="editor-text-bold" style="white-space: pre-wrap;">💜 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.</strong></b></p> <br><h3>Responsibility</h3> <ul class="editor-list-ul"><li value="1" class="editor-listitem"><span style="white-space: pre-wrap;">Serve as the frontline customer support advocate, owning every interaction to deliver positive, solution-driven support that amplifies the customer's voice.</span></li><li value="2" class="editor-listitem"><span style="white-space: pre-wrap;">Educate customers on intended product functionality, new product releases, best practices, and share resources</span></li><li value="3" class="editor-listitem"><span style="white-space: pre-wrap;">Communicate with clarity, empathy and convey partnership, especially during process confusion or stressful technical issues&nbsp;</span></li><li value="4" class="editor-listitem"><span style="white-space: pre-wrap;">Explain complex billing situations or technical concepts in easy to understand language&nbsp;</span></li><li value="5" class="editor-listitem"><span style="white-space: pre-wrap;">Identify &amp; solve the root issue, even when it's not clearly stated by the customer while simultaneously addressing the customer’s stated concern</span></li><li value="6" class="editor-listitem"><span style="white-space: pre-wrap;">Log detailed notes, screenshots, and tags on Intercom conversations and Linear issues so internal teammates can pick up where you left off</span></li><li value="7" class="editor-listitem"><span style="white-space: pre-wrap;">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</span></li><li value="8" class="editor-listitem"><span style="white-space: pre-wrap;">Investigate and troubleshoot product issues: reproduce problems, isolate root causes, provide customers with solutions or workarounds, and document findings for Engineering</span></li><li value="9" class="editor-listitem"><span style="white-space: pre-wrap;">Partner with Product, Customer Success, and Sales teams to relay customer insights and drive product improvements.</span></li><li value="10" class="editor-listitem"><span style="white-space: pre-wrap;">Develop and maintain detailed support documentation, FAQs, and knowledge bases to empower customers and optimize internal processes.</span></li><li value="11" class="editor-listitem"><span style="white-space: pre-wrap;">Create tools using Claude to improve the team’s productivity and performance</span></li></ul><p class="editor-paragraph"><br></p> <br><h3>Requirements</h3> <ul class="editor-list-ul"><li value="1" class="editor-listitem"><span style="white-space: pre-wrap;">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&nbsp;</span></li><li value="2" class="editor-listitem"><span style="white-space: pre-wrap;">Proficiency in Intercom, Zendesk, Freshdesk, or similar support tools; adept at becoming proficient in new tooling quickly</span></li><li value="3" class="editor-listitem"><span style="white-space: pre-wrap;">A startup mindset, comfortable operating in ambiguity, with constant change, and contributing to building processes as you go</span></li><li value="4" class="editor-listitem"><span style="white-space: pre-wrap;">Strong technical instincts, you are comfortable configuring tools, building workflows, and adopting new systems independently</span></li><li value="5" class="editor-listitem"><span style="white-space: pre-wrap;">Owns customer conversations end-to-end, including those started by other team members</span></li><li value="6" class="editor-listitem"><span style="white-space: pre-wrap;">Identifies issues that need to be escalated to management or engineering swiftly</span></li><li value="7" class="editor-listitem"><span style="white-space: pre-wrap;">An AI-first mindset with demonstrated experience using AI tools to improve daily workflows and productivity (not just for simple questions or writing emails)</span></li><li value="8" class="editor-listitem"><span style="white-space: pre-wrap;">Experience in B2B or B2B2C SaaS Support</span></li></ul><p class="editor-paragraph"><br></p> <br><h3>Extra</h3> <ul class="editor-list-ul"><li value="1" class="editor-listitem"><span style="white-space: pre-wrap;">Experience creating workflow automations on Intercom, Zendesk, or Freshdesk</span></li><li value="2" class="editor-listitem"><span style="white-space: pre-wrap;">Experience using workflow automation tools like n8n, </span><a href="http://make.com/" target="_blank" rel="noopener noreferrer" class="editor-link"><span style="white-space: pre-wrap;">make.com</span></a><span style="white-space: pre-wrap;">, Zapier</span></li><li value="3" class="editor-listitem"><span style="white-space: pre-wrap;">Experience supporting API questions</span></li><li value="4" class="editor-listitem"><span style="white-space: pre-wrap;">Experience working in fintech or a high compliance industry (like healthtech</span></li></ul>