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Part-Time Sales Associate - Famous Footwear
Famous Footwear
Vernal, UT
- Part-time
…our team superpower, upholding a work environment where every associate feels included and respected. Maintain a positive and proactive mindset, even in the face of challenges, you’re the…
Added 1 min ago
RM
Therapist (Associate or Licensed) - Co-Occurring Mental Health & Substance Use
Recover Medical Group
San Diego
- $80,000 to $95,000 USD / year
…lives. If you are passionate about helping others and want to be part of a team that shares this vision, we invite you to apply. Your expertise in co-occurring disorders will play a vital…
Added 1 min ago
Registered Nurse - MICU
HealthPartners
Stillwater, MN
…work-life balance. We offer a comprehensive range of benefits to support every aspect of your life, including health, time off, retirement planning, and continuous learning opportunities.…
Added 2 mins ago
AE
(RRT) Registered Respiratory Therapist (Part-Time/Night) Einstein Montgomery
Albert Einstein Medical Center
Montgomery County, PA
- Part-time
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Added 2 mins ago
Surgical Technician
Ascension
Indianapolis, IN
Time to recharge: pro-rated paid time off (PTO) and holidays
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Senior Associate Provost for University Libraries and Educational Technologies
Thomas Jefferson University
Philadelphia, PA
The Senior Associate Provost for University Libraries and Educational Technologies provides strategic leadership and management of the Academic Commons, including University Libraries,…
Added 2 mins ago
New Grad Registered Nurse
Ascension
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Diploma from an accredited school/college of nursing required. OR Required professional licensure at time of hire.
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Pharmacy Technician Advanced
Ascension
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High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Technical degree OR 4 years of applicable cumulative job specific experience required.
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Patient Services Associate-FT-Jefferson Moss-Magee, Tabor Road
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Philadelphia, PA
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Added 2 mins ago
Patient Services Assoc (Per Diem) Jefferson Moss-Magee Rehab, Magee
Magee Rehabilitation Hospital
Philadelphia, PA
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Added 2 mins ago
O-
General Manager
Orangetheory - Franchise #0324
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…growth, and create a culture that members and staff want to be part of. You report directly to the Regional Business…
Added 2 mins ago
O-
General Manager
Orangetheory - Franchise #0324
STATE COLLEGE, PA
- $50,000 to $60,000 USD / year
…growth, and create a culture that members and staff want to be part of. You report directly to the Regional Business…
Added 2 mins ago
O-
General Manager
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Mechanicsburg, PA
- $55,000 to $60,000 USD / year
…growth, and create a culture that members and staff want to be part of. You report directly to the Regional Business…
Added 2 mins ago
Staff Tech Lead Engineer
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Tamarac, FL
…South Florida and nationwide. By joining CITY HOME, you become part of a family-spirited organization that is focused on you! With planned local growth, plus growth in new markets over the…
Added 2 mins ago
VH
Nursing Assistant-Float Pool
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FT
Program Analyst - DIRECT HIRE
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…candidate will be a member of a small team reporting to the Deputy Associate Administrator and will assist in facilitating effective coordination between Headquarters and Regional Offices…
Added 2 mins ago
MT
Supervisory Nurse (Operating Room)
Military Treatment Facilities under DHA
Fort Sam Houston, TX
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Research and Development Assistant
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Added 3 mins ago
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Research Engineering/Scientist Associate II, Center of----
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AU
Security Officer Hospital - All Shifts Open
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Red Oak

Customer Support Associate

Austin, TX, United States

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Job details

Posting language: English
Posted: Nov 4, 2026

Original job description

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

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