The Customer Support Specialist will resolve customer issues, manage client taxonomies, act as an escalation point, and collaborate with teams to enhance system capabilities.
About unitQ
At 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.
- Prior experience or knowledge of AI tools and machine learning.
- Prior experience working at a technology company or start-up environment.
Nice to have:
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!
Top Skills
JIRA
Zendesk Crm
unitQ Burlingame, California, USA Office
1440 Chapin Ave, Burlingame, CA, United States, 94010
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