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About the Role
We are seeking a Customer Support Associate to assist clients with Red Oak and MirrorWeb products. This role is ideal for those starting in technical support, offering training and guidance to develop skills. You will manage client requests, troubleshoot issues, and collaborate with AI tools.
Responsibilities
- Respond to and resolve everyday client and internal support requests quickly and accurately.
- Work across two ticketing systems in the short term, and help with the move to a single platform.
- Triage incoming tickets and follow routing and prioritization guidelines.
- Carry out first-level troubleshooting across Red Oak and MirrorWeb products.
- Escalate issues that cannot be resolved to the appropriate team with clear notes.
- Log bugs in Linear with clear reproduction steps and update stakeholders on progress.
- Flag recurring questions, knowledge gaps, and Fin AI issues to the Support Team Manager.
Requirements
- 0-2 years in a customer-facing role (customer service, help desk, or technical support).
- Clear, friendly written communication.
- A logical, curious approach to solving problems.
- Good organization and ability to manage multiple requests simultaneously.
- 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).
- Takes ownership and follows through on tasks.
- Eager to learn and asks good questions.
- Stays calm and organized when the queue is busy.
- Knows when to ask for help.
Skills
- Customer support
- Technical support
- Troubleshooting
- AI tools
- Written communication
- Problem-solving
- Organization
- Intercom
- Zendesk
- Linear
Location
- Austin, TX
Work Type
- Hybrid
- Full-time
Experience Level
- 0-2 years
Benefits
- Equity Appreciation Rights
- Comprehensive health coverage (medical, dental, and vision)
- 401(k) with a 3% company contribution
- 20 days PTO annually, plus birthday off and paid sick leave
- Enhanced family leave
- Life insurance
About the Company
- Red Oak is a compliance technology company serving the financial services industry.
- The company combines marketing compliance review, content distribution, and communications supervision and archiving.
- Over 1,550 regulated firms, including 37 of the top 40 global asset managers, use Red Oak's platform.