Operations Associate

From volatile markets to climate shifts, independent operators face mounting pressure. While sustainable investments often yield the best long-term returns, they require financial clarity and capital that fragmented legacy systems can't provide.

• Complete onboarding on Ambrook's full product surface — bookkeeping, invoicing, bill pay, wallet/cards, tax prep, and Full Service — well enough to handle common support scenarios independently.

• Be proficient in Intercom, internal tooling, and AI-powered support workflows; understand when to use AI assistance vs. when to go hands-on.

• Shadow experienced team members on complex cases (accounting investigations, inventory questions, wallet/payment escalations) and be handling most straightforward tickets solo

• Take first independent shifts in the inbox.

• Develop a working understanding of Ambrook's core customers and what their day-to-day financial workflow looks like.

• Independently handle the full range of inbound support across chat, email, and phone with consistently high CSAT

• Identify, reproduce, and clearly document bugs for Engineering; know when something is a product issue vs. a user education opportunity

• Actively contribute to help center content — writing or updating articles based on what you're seeing from customers and new product launches and updates

• Move beyond existing AI tools to creating new skills and workflows that automate parts of the job for themselves and the rest of the team

• Regularly spot trends in customer issues and flag them in a way that creates clear next steps for product, eng, and design

• Be a reliable, autonomous member of the support team who handles complex cases — accounting investigations, complex bugs, inventory, frustrated customers — with minimal oversight

• Lead the shift to AI-first support: prototype new tools, be the product manager of our AI support bot, partner with Engineering, and redefine how our team works.

• Serve as a go-to resource for product knowledge for cross-functional teams across the full platform

• Be unblocking and serving as a training resource for newer members of the team

• Contribute insights from support interactions that influence product decisions — not just flagging bugs, but surfacing patterns that help the team prioritize

• You communicate with warmth and precision. You stay composed under pressure, write clearly, and bring a personality to the chat that our customers appreciate.
• An investigative problem-solver who doesn't stop at the surface question; you can have a substantive conversation with engineering about a technical problem, even if you're not writing the code yourself.
• AI-native by default — you use AI tools to work faster and better, and you're excited to build new workflows, not just consume them.
• Detail-oriented but know when to move — you hold a high bar for accuracy without over-engineering simple answers.
• High ownership mentality: you see what needs to be done and do it without being asked.

**Nice to Have- Experience with bookkeeping concepts (chart of accounts, reconciliation, journal entries, P&L)

• Fintech, accounting software, or financial services support experience
• Familiarity with Intercom, Linear, or similar support tooling
• Background supporting small business owners or owner-operators
• Experience building or managing AI support tools**