Customer Support Associate

Department: Support, Customer Experience

Reports To: Support Team Manager

Location: Austin, TX (Hybrid) | Full-time

Working Hours: Monday–Friday, 9am–5pm CT

About Red Oak

Red Oak is a compliance technology company built for financial services. Following the combination of Red Oak and MirrorWeb, we bring together marketing compliance review, content distribution, and communications supervision and archiving in one platform. More than 1,550 regulated firms, including 37 of the top 40 global asset managers such as Fidelity, BNY, Blackstone, and JP Morgan, rely on us to approve what they publish, capture how they communicate across channels like email, WhatsApp, iMessage and LinkedIn, and stay ready for regulators.

About the Role

We’re looking for a Customer Support Associate to join our Support team and help clients across both the Red Oak and MirrorWeb products. Our clients range from small and mid-sized firms to large global enterprises, and the Support team handles around 1,000 tickets a month. This is a great first step into technical support. You’ll learn our products, tools and processes, with training and guidance from the team as you build your skills.

You’ll handle straightforward requests from clients and from internal teams such as Customer Success, Account Management, Sales and Onboarding. When an issue is more complex, you’ll pass it to a Customer Support Specialist or T3 Support with the right detail, so it can be picked up quickly.

We’re also introducing Fin AI as the first point of contact in Intercom. You’ll work alongside it, picking up the conversations it can’t resolve and pointing out where its answers could be better.

It’s a time of change for Support. We’re bringing two ticketing systems together into one, and you’ll be part of that move from the start.

What You’ll Do

- Respond to and resolve everyday client and internal support requests quickly and accurately. Our SLAs are evolving as we bring our teams and tools together. We aim to be best in class, and we measure ourselves against the leading competitors in our market.
- Work across two ticketing systems in the short term, and help with the move to a single platform.
- Triage incoming tickets and follow our routing and prioritisation guidelines, so urgent issues get to the right people fast. Share feedback on what’s working and what isn’t.
- Carry out first-level troubleshooting across Red Oak and MirrorWeb products, using AI-connected internal tools (MCP) and our knowledge base.
- Escalate issues you can’t resolve to a Customer Support Specialist, T3 Support or Engineering, with clear notes on what you’ve checked and how the client is affected.
- Help log bugs in Linear with clear reproduction steps, and keep clients and internal teams updated on progress.
- Flag recurring questions, knowledge gaps and Fin AI issues (wrong answers or poor handoffs) to the Support Team Manager.

How You’ll Use AI

AI is part of how this role works every day. You’ll use Claude for investigation and drafting, AI-connected internal tools to pull context from our systems, and Fin AI as the first line of support in Intercom. You don’t need to be an expert yet. We’re looking for someone who is keen to use these tools, learns quickly, and checks AI output before relying on it.

What Success Looks Like

- You’re confidently handling a growing share of the queue on your own, helping bring resolution times down.
- Clients and internal teams get clear, friendly and accurate responses, helping keep NPS and CSAT high.
- Tickets are triaged and routed correctly, so urgent issues are handled first.
- Escalations arrive with the right information, so the next person doesn’t have to start from scratch.
- Your product knowledge grows steadily, and you take on more complex tickets over time.

What You’ll Bring

Essential

- 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.

Desirable

- Experience in a B2B SaaS or technology company.
- Experience with Intercom, Zendesk, Linear or similar tools.
- Experience working to SLAs or in a ticket queue.
- Interest in financial services, compliance or regulated industries.

How You Work

- You take ownership and follow things through.
- You’re eager to learn and ask good questions.
- You stay calm and organised when the queue is busy.
- You know when to ask for help.

Benefits

- 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, plus your birthday off and paid sick leave
- Enhanced family leave
- Life insurance