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unitQ

Posted 4 months ago

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Customer Support Specialist

San FranciscoOn-siteFull-time

AI Summary

Customer Support Specialist at unitQ handles inbound client issues, acts as an escalation point, and collaborates with cross-functional teams to troubleshoot data problems and maintain client taxonomies.

About this role

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.

    • 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

    • Skills

    AI ToolsCustomer Account MonitoringData CleaningData IngestionData ProcessingJiraMachine LearningTaxonomy ManagementTechnical SupportZendesk

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