Customer Support Specialist

Location: San Francisco

unitQ | "Competitive" comp not given

Steph's Notes:

Hilariously, UnitQ seems to have checked out on their Careers page almost immediately, basically repeating a values statement because they couldn't be assed to come up with a way to restate "we love nerding out."

We're a fast-growing company with the stability and funding to offer top-tier perks!

Scream it with me: BEEEEEEEENEFITS AAAAAAAARE NOOOOOOOOOT PEEEEEEEEERKS

and last but not least— a fun and creative working environment.

Oh, of course. Can't forget all the fun you're having (but you can forget a fourth values statement!)

Our mission is to help companies of all sizes deliver exceptional product experiences, optimize operational efficiency, and drive sustainable growth through continuous product quality improvement.

Okay, the Careers page may be very basic bitch, but after all the lofty mission statements we've already seen, I appreciate the grounded nature of this one.

Act as an escalation point for all inbound cases from our clients, as well as the Customer Success team. Monitor a set of customer accounts for breaks in activity and provide proactive outreach to troubleshoot data issues.

Depending on UnitQ's volume, this could be fine, or it could be a dumpster fire.

If not for the above and the inadvertently funny Careers page, this would be a pretty straightforward role. Sadly, those things do exist, plus there's no pay transparency, and they ask for salary expectations in the application, so BINGO it is.

Original Job Description: Customer Support Specialist

About unitQAt unitQ, we leverage AI and advanced analytics to enable businesses to proactively monitor and improve product quality based on real-time user feedback from both public and private channels.

Backed by leading investors such as Zendesk, Accel,and Google and following our recent Series B-1, unitQ serves world-class clients, including Pinterest, PayPal, and Dropbox. Our mission is to help companies of all sizes deliver exceptional product experiences, optimize operational efficiency, and drive sustainable growth through continuous product quality improvement.

About the Opportunity

We’re looking for a Customer Support Specialist who can problem-solve on their feet, gather technical information from nontechnical people, communicate resolutions to nontechnical people in a timely manner, and have excellent follow-through and follow-up skills to design, build, and monitor robust systems for data ingestion, cleaning, and processing. You should also be goal-oriented, highly organized, and a self-starter who works well independently or in a team environment. You will work closely with Operations Leads, Engagement Managers, and engineers. 

Role Responsibilities:

• Effectively follow up on open issues with customers or Customer Success and communicate the resolution.
• Create and/or update client taxonomy in all stages of the client unitQ journey.
• Act as an escalation point for all inbound cases from our clients and the Customer Success team.
• Collaborate closely with cross-functional teams to enhance platform capabilities.

About You:

• 3-5+ years prior experience in a technical or customer support role required.
• Demonstrated enthusiasm for understanding and applying AI, mode, and manual solutions to client problems.
• Previous experience with Zendesk CRM and Jira.
• Act as an escalation point for all inbound cases from our clients, as well as the Customer Success team.
• Monitor a set of customer accounts for breaks in activity and provide proactive outreach to troubleshoot data issues.
• Self-driven with the ability to independently manage tasks and projects.
• Nice to have:
• Prior experience or knowledge of AI tools and machine learning.
• Prior experience working at a technology company or start-up environment.

Benefits:

• Flexible/unlimited vacation
• Comprehensive medical, dental, and vision
• 401(k) plan
• Life insurance and FSA plans
• Stock options
• Equinox gym membership or wellness stipend

At unitQ, diversity drives innovation. We celebrate and welcome employees of different backgrounds, cultures, perspectives, and experiences. We’re committed to fostering an inclusive environment as our team grows.

If you’re passionate about leveraging AI to drive product quality and customer experience and want to work in a fast-paced, collaborative setting, we’d love to hear from you!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.