[Remote] Customer Support Associate - EST

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