Operations Associate

Ambrook helps American family-run businesses become more profitable and resilient.

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.

We are rebuilding the financial infrastructure that independent operators rely on. By replacing paperwork with modern tools for accounting, banking, and spending, Ambrook gives owners the data they need to prove viability to lenders and the next generation. We empower the stewards of land and labor to make confident investments in their future.

We’re a Series A startup backed by Thrive Capital, Dylan Field, and Homebrew. We’re looking for early team members to help us untangle the intersection of American industry, climate, and the economy.

We're looking for an Operations Associate to be on the front lines with customers, helping define what high-quality, AI-native support looks like at a fast-growing startup.

This is high-judgment work across a complex financial product, helping real people with real business problems. You'll resolve customer issues across chat, email, and phone, investigate bugs, surface product insights, and write help center content — all while actively using and shaping the AI-powered tech stack that is transforming how our team operates.

The best person for this role makes customers feel genuinely cared for by a real human who understands their business, while also being the kind of person who's always looking for ways to automate, streamline, and build.

Everyone on this team is a builder with lots of room to grow.

• 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

Benefits

• Competitive salary

• Health insurance

• 401(k) with matching contribution

• Flexible vacation time

• Flexible work hours

• Work-from-home/remote office stipend, or desk at Ambrook’s NYC office or Denver office

• Wellness stipend

• Professional development stipend

Our values

• Real Talk – We create space for ourselves and others to be straightforward, vulnerable, and accountable.

• Reach Understanding – We are driven by curiosity and empathy to learn about our customers, team, and world.

• 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.