Customer Support Associate

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.

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. 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. When an issue is more complex, you’ll pass it to a Customer Support Specialist or T3 Support with the right detail. You’ll work alongside Fin AI in Intercom, picking up conversations it can’t resolve. We’re bringing two ticketing systems together into one, and you’ll be part of that move from the start.

Key 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 prioritisation guidelines.
• 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 to the Support Team Manager.

How You’ll Use AI

• Use Claude for investigation and drafting.
• Use AI-connected internal tools to pull context from our systems.
• Use Fin AI as the first line of support in Intercom.

Requirements & Tech Stack

• Intercom
• Zendesk (or similar tools)
• Linear (or similar tools)
• Claude
• Fin AI
• MCP (AI-connected internal tools)

Qualifications

• 0–2 years in a customer-facing role (e.g., customer service, help desk, 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 working to SLAs or in a ticket queue.
• Interest in financial services, compliance or regulated industries.