Customer Support Associate

Come build at the intersection of AI and fintech. At Ocrolus, we’re on a mission to help lenders automate workflows with confidence—streamlining how financial institutions evaluate borrowers and enabling faster, more accurate lending decisions.

Our AI-powered data and analytics platform is trusted at scale, processing nearly one million credit applications every month across small business, mortgage, and consumer lending. By integrating state-of-the-art open- and closed-source AI models with our human-in-the-loop verification engine, Ocrolus captures data from financial documents with over 99% accuracy. Thanks to our advanced fraud detection and comprehensive cash flow and income analytics, our customers achieve greater efficiency in risk management, and provide expanded access to credit—ultimately creating a more inclusive financial system.

Trusted by more than 400 customers—including industry leaders like Better Mortgage, Brex, Enova, Nova Credit, PayPal, Plaid, SoFi, and Square—Ocrolus stands at the forefront of AI innovation in fintech. Join us, and help redefine how the world’s most innovative lenders do business.

We are looking for a Customer Support Associate to join our team and serve as the first point of contact for our customers. In this role, you will handle inbound voice support, manage support tickets, and deliver exceptional customer service. The ideal candidate will have prior experience supporting SaaS applications, troubleshooting user issues, and working in a fast-paced environment where customer satisfaction is a top priority.

What you'll do:

• Provide timely and professional support to customers via phone, email, chat, and ticketing systems.
• Troubleshoot SaaS application issues, guiding users through solutions or escalating to the appropriate teams when needed.
• Manage and resolve support tickets in a structured and customer-first manner.
• Document customer interactions, reported issues, and resolutions accurately in CRM/helpdesk tools.
• Collaborate with product and engineering teams to report recurring issues, feature requests, and customer feedback.
• Maintain deep product knowledge to assist customers effectively and provide proactive support.
• Ensure SLAs are met, and deliver consistent, high-quality customer experiences.
• Contribute to knowledge base articles, FAQs, and customer self-service resources.
  
  

Who we're looking for: (Skill Sets and Qualifications)

• 1–3 years of experience in customer support or SaaS application support (voice and ticket-based).
• Strong communication skills (both verbal and written) with a customer-first approach.
• Hands-on experience with Zendesk and Jira support tools will be preferred
• Ability to troubleshoot and explain technical issues in a simple, customer-friendly manner.
• Empathy, patience, and problem-solving mindset when handling customer concerns.
• Bachelor’s degree or equivalent experience preferred.
  
  

Life at Ocrolus

We’re a team of builders, thinkers, and problem solvers who care deeply about our mission — and each other. As a fast-growing, remote-first company, we offer an environment where you can grow your skills, take ownership of your work, and make a meaningful impact.

Our culture is grounded in four core values:
Empathy – Understand and serve with compassion
Curiosity – Explore new ideas and question the status quo
Humility – Listen, be grounded, and remain open-minded
Ownership – Love what you do, work hard, and deliver excellence

We believe diverse perspectives drive better outcomes. That’s why we’re committed to fostering an inclusive workplace where everyone has a seat at the table, regardless of race, gender, gender identity, age, disability, national origin, or any other protected characteristic.

We look forward to building the future of lending together.