Customer Support Associate New

Come build at the intersection of AI and fintech. At Ocrolus, you are on a mission to help lenders automate workflows with confidence, streamlining how financial institutions evaluate borrowers and enabling faster, more accurate lending decisions. The AI-powered data and analytics platform at Ocrolus 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 the human-in-the-loop verification engine, Ocrolus captures data from financial documents with over 99% accuracy. Thanks to advanced fraud detection and comprehensive cash flow and income analytics, customers achieve greater efficiency in risk management and provide expanded access to credit, ultimately creating a more inclusive financial system. We are seeking a detail-oriented and articulate Customer Support Associate to join our support team. The ideal candidate will bring strong written and verbal communication skills, a commerce background with a focus on Mathematics or Economics, and practical experience in SQL to effectively understand, troubleshoot, and support customer issues. This is a great opportunity for someone who combines analytical thinking with a customer-first approach. **Key Responsibilities:** - Serve as the first point of contact for customers via email, chat, or phone. - Handle incoming customer calls and work on support tickets to resolve queries and ensure timely issue resolution. - Deliver prompt, accurate, and courteous responses to customer inquiries and issues. - Investigate and resolve customer complaints by collaborating with internal teams and utilizing SQL to extract or verify data. - Maintain thorough documentation of customer interactions, queries, and resolutions. - Monitor and track common issues to help identify trends and escalate systemic problems. - Contribute to improving support documentation, FAQs, and internal knowledge bases. - Support service-level agreements (SLAs) and meet quality and responsiveness KPIs. **Required Skills:** - Bachelor of Commerce (B.Com) and able to comprehend balance sheet. - Experience 1-3 years. - Excellent written and verbal communication skills with a professional and empathetic tone. - Strong analytical and logical reasoning capabilities. - Proficient in MS Office (especially Excel and Word). - Ability to handle multiple tasks, prioritize issues, and manage time effectively. - Collaborative mindset with a willingness to learn and adapt. **Preferred Skills:** - Familiarity with ticketing systems and customer support metrics. - Understanding of data integrity and confidentiality best practices. - Previous experience in Mortgage, fintech, or SaaS industry (preferred but not mandatory). At Ocrolus, we are 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, Curiosity, Humility, and Ownership. We believe diverse perspectives drive better outcomes, and we are 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.,