Customer Support Associate - EST

Description

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.

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.

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.

What You’ll Be Doing:

• Engage Across Every Channel: Connect with our customer base via fast-paced in-app messaging, email, webinar support, scheduled live video calls.
• Master a Fast-Paced Environment: Hit the ground running, rapidly building product mastery in a high-volume, dynamic setting.
• Drive Real Impact: Serve as the trusted voice of our product, turning complex technical questions into seamless customer wins.

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.

Anchor is building an AI-first organization from the ground up. It is how we operate by default.

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.

Our team operates around a few core principles:

• We are proactive, not reactive.
• We communicate transparently and set clear expectations.
• We build real relationships and show up when it matters, solving problems and celebrating wins.
• We are accountable for outcomes, not just activity.
• And we know our product and industry deeply, so we can guide customers with confidence.
• We hold a high bar for performance while supporting each other with the tools, clarity, and collaboration needed to succeed. See what our customers say about us!

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.

Responsibility

• 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

Requirements

• 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
• 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

Extra

• Experience creating workflow automations on Intercom, Zendesk, or Freshdesk
• Experience using workflow automation tools like n8n, make.com, Zapier
• Experience supporting API questions
• Experience working in fintech or a high compliance industry (like healthtech