Customer Support Associate

Red Oak ISD

. Respond to and resolve everyday client and internal support requests quickly and accurately .

Posted 11/4/2026full-timeAustin • Texas • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong problem-solving abilities and effective communication skills while managing client support requests in a fast-paced environment. Proficient in using AI tools and ticketing systems to ensure timely resolution of issues in compliance technology for financial services.

Highest-signal resume keywords

Customer Service ExperienceTicketing System ProficiencyAI Tool UtilizationClear Written CommunicationProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Organizational SkillsCuriosityCalm Under PressureOwnership

Tools & Technologies

IntercomZendeskLinearAI-Connected Internal Tools

Industry Keywords

B2B SaaSCompliance TechnologyFinancial ServicesRegulated Industries

About the role

Key responsibilities & impact

Respond to and resolve everyday client and internal support requests quickly and accurately
Work across two ticketing systems in the short term and help move to a single platform
Triage incoming tickets and follow routing and prioritisation guidelines
Carry out first-level troubleshooting across Red Oak and MirrorWeb products using AI-connected internal tools and the knowledge base
Escalate unresolved issues to Customer Support Specialists, T3 Support or Engineering with clear notes
Log bugs in Linear with clear reproduction steps
Keep clients and internal teams updated on issue progress
Flag recurring questions, knowledge gaps and Fin AI issues to the Support Team Manager
Use Claude for investigation and drafting, AI-connected internal tools for system context, and Fin AI as the first line of support in Intercom
Support Red Oak and MirrorWeb clients across compliance technology products for financial services

Requirements

What you’ll need

0–2 years in a customer-facing role, such as customer service, help desk or technical support
Clear, friendly written communication
A logical, curious approach to solving problems
Good organisation and the ability to manage several requests at once
Comfort using AI tools, or a strong interest in learning them
Experience in a B2B SaaS or technology company (desirable)
Experience with Intercom, Zendesk, Linear or similar tools (desirable)
Experience working to SLAs or in a ticket queue (desirable)
Interest in financial services, compliance or regulated industries (desirable)
Ability to take ownership and follow things through
Eagerness to learn and ask good questions
Ability to stay calm and organised when the queue is busy
Ability to know when to ask for help

Benefits

Comp & perks

Equity Appreciation Rights: share in what we're building
Comprehensive health coverage: medical, dental, and vision
401(k) with a 3% company contribution
20 days PTO annually
Birthday off
Paid sick leave
Enhanced family leave
Life insurance