Customer Support Associate - EST
Core
AI-first Customer Support Specialist driving product adoption and solving complex technical/billing issues for B2B SaaS customers via live video, chat, and email.
Role type
Senior IC Customer Support Specialist (AI-focused)
Builds
Customer wins, product adoption, and internal automation systems
Domain
Fintech / B2B SaaS / Payments
Required skills
Technical troubleshooting, AI tool integration, cross-channel support, root cause analysis, documentation creation, workflow automation, B2B SaaS experience
Preferred skills
API support, workflow automation tools (n8n, make.com, Zapier), fintech compliance knowledge
Technologies
Intercom, Zendesk, Freshdesk, Linear, Claude, n8n, make.com, Zapier
Responsibilities
Engage customers across live video, in-app messaging, email, and webinar channels; troubleshoot product issues and explain complex billing concepts; create and maintain support documentation and knowledge bases; identify automation opportunities and build tools using AI; partner with Product and Engineering to relay insights.
Seniority
Mid-level, hands-on IC
