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About the Role

Anchor is transforming the $74B services payments market with its AI-first platform that automates billing and collections. We are seeking a driven AI-first Customer Support Specialist to join a high-impact team, acting as a champion for business owners and their clients throughout the customer lifecycle.

Responsibilities

Engage with customers via in-app messaging, email, webinars, and live video calls.
Rapidly build product mastery in a high-volume, dynamic setting.
Serve as the product's voice, translating complex technical questions into customer solutions.
Serve as the frontline customer support advocate, owning interactions to deliver positive, solution-driven support.
Educate customers on product functionality, releases, best practices, and resources.
Communicate with clarity, empathy, and partnership, especially during process confusion or technical issues.
Explain complex billing situations or technical concepts in easy-to-understand language.
Identify and solve root issues while addressing stated customer concerns.
Log detailed notes, screenshots, and tags on conversations and issues for internal team continuity.
Take action or suggest improvements for broken workflows, manual processes, or patterns in customer conversations.
Investigate and troubleshoot product issues, reproducing problems, isolating root causes, and documenting findings.
Partner with Product, Customer Success, and Sales teams to relay customer insights and drive product improvements.
Develop and maintain support documentation, FAQs, and knowledge bases.
Create tools using Claude to improve team productivity and performance.

Requirements

1-3 years of experience in product and technical support within a fast-paced, high-volume environment.
Experience with in-app messaging or chat support is preferred.
Experience with software and mobile app support is preferred.
Proficiency in Intercom, Zendesk, Freshdesk, or similar support tools.
Ability to become proficient in new tooling quickly.
A startup mindset, comfortable operating in ambiguity and constant change.
Willingness to contribute to building processes.
Strong technical instincts, comfortable configuring tools, building workflows, and adopting new systems independently.
Ability to own customer conversations end-to-end.
Skill in identifying and escalating issues to management or engineering swiftly.
An AI-first mindset with demonstrated experience using AI tools to improve daily workflows and productivity.
Experience in B2B or B2B2C SaaS Support.

Skills

In-app messaging
Chat support
Software support
Mobile app support
Intercom
Zendesk
Freshdesk
AI tools
Workflow automation
API support
Technical troubleshooting
Customer relationship management
Communication
Problem-solving

Location

Austin, TX

Work Type

Hybrid
Part-time

Experience Level

1-3 years

About the Company

Anchor has closed $40M in top-tier VC funding and grew 500% last year.
Anchor is transforming the $74B services payments market.
Anchor's platform automates billing and collections.
Anchor is building an AI-first organization from the ground up.
Anchor's team operates around core principles: proactive, transparent communication, building real relationships, accountability for outcomes, and deep product/industry knowledge.
Anchor holds a high bar for performance while supporting each other with the tools, clarity, and collaboration needed to succeed.