Customer Experience Associate

About Ambrook

Ambrook's mission is to make sustainability profitable for family-run businesses. 

In the face of historic heat waves, drought, flooding, supply chain disruptions, water shortages, and pollution, climate impacts are intensifying across industrial America: from farmers facing crop losses, to truckers navigating fuel volatility, to contractors managing material shortages. Evidence shows sustainable practice upgrades deliver financial returns – from water-efficient irrigation to fuel-efficient fleets – but these changes require significant upfront capital and a clear proof of return-on-investment to owner-operators facing tight cashflows and razor-thin margins already. With data scattered across paper records and outdated systems, operators struggle to forecast whether a practice change will improve their bottom line – let alone prove business health to lenders and other funders. 

Ambrook is solving this chicken-and-egg problem by re-architecting the financial data layer of America's independent businesses. We're replacing unruly paperwork and expensive, archaic tools with an affordable accounting, banking and payments platform that helps operators understand their numbers and access capital for sustainable transitions.

Ambrook customers are our economy’s historic backbone and a manifestation of the American Dream. Done right, both financial and environmental sustainability enables these entities to stay independent and resilient in the face of climate-driven volatility. 

We’re a Series A startup backed by top investors (Thrive Capital, Homebrew, Designer Fund, BoxGroup, and more) and are looking for early team members who are looking to untangle the knotted intersection between American industry and climate.

Learn more about our mission and what it’s like to work with us.

The opportunity

Ambrook is looking for a sharp, service-driven professional who knows how to deliver the kind of care that gets our customers excited about bookkeeping. We’re looking for someone with the poise of a seasoned hospitality expert, ready to bring that same polished, human touch to a software product. In this role, you’ll take the reins on creating an exceptional experience for our growing customer base. You’ll ensure our support is second to none and that our processes run like a well-oiled machine, even as our product evolves and our customers multiply. You'll cut through the noise to improve onboarding, ensuring our customers see success faster while making life easier for the team behind the scenes.

You’ll report to our Customer Success Lead, Paige Wyler.

• Own: Customer success, product feedback, user community, compliance
• Teach: Operational excellence, how to effectively translate user insights into product specs
• Learn: Business use cases and pain points of ag stakeholders
• Improve: Customer and community trust, support SLAs, financial services readiness

• Learn how to use internal tools and customize them to meet your needs (see stack below).
• Familiarize yourself deeply with our products and customers through our research notes and recording repository.
• Manage inbound support queries across multiple platforms.
• Facilitate amazing producer experiences through customer success work.
• Create documentation or forums that enable customers to succeed with our products.
• Implement products and processes to track the customer journey across multiple channels.
• Collaborate in new feature launches with customers through email and in-app communication and documentation.

• Become an expert in the product: Translate customer feedback into product insights and marketing experiments via cross-functional collaborations with Growth, Design, and Engineering teams.
• Adapt testimonials into shareable customer story content to increase industry trust and brand awareness.
• Build an end to end customer experience that connects customers with resources distributed through Ambrook and through partners, including Ambrook Education, agribusinesses, academia and nonprofits.
• Handle any financial services disputes and build a support enablement playbook.

• Identify opportunities to increase retention through user forums, educational offerings, and in-product workflows.
• Proactively project manage compliance requirements for an expanding portfolio of financial and sustainability offerings.
• Foster a culture of operational excellence, helping define SLAs and KPIs for the Operations team.

• Retool, Zapier, Google Workspace for internal tooling
• Zendesk, Airtable for customer relationship management
• Zendesk Support, Dialpad, Dovetail, Otter for customer success and customer discovery
• Segment, Google Analytics, Metabase, Data Studio, BigQuery, LogRocket for analytics
• Height, Figma, Miro, Google Docs, GitHub for project management
• Courier, Mailchimp, Mandrill, Twilio, Expo, Typeform for communications
• Sanity for content publishing

• Healthcare (medical, vision, dental)
• Flexible location (remote or NYC/SF office spaces available)
• Flexible work hours
• 401k with matching contribution
• Parental leave (8 weeks fully paid)
• Technology equipment
• Additional perks including office / remote work stipend, wellness stipend, farm immersion stipend, professional development stipend, and team retreats.

• Reach Understanding – We are driven by curiosity and empathy to learn about our customers, team, and world.
• Real Talk – We create space for ourselves and others to be straightforward, vulnerable, and accountable.
• Be Proactively Resourceful – We are internally motivated and externally empowered to identify opportunities and solve problems.
• Derisk Thoughtfully – We lean into the biggest risks we face as a company and put in the work to address them systematically.
• Find the Positive-Sum – We believe in creating incentive structures that align the needs of our company, our customers, and our planet.