unitQ

Customer Support Specialist

Reposted One Month Ago

San Francisco, CA, USA

In-Office

Mid level

Software

The Role

The Customer Support Specialist will resolve customer issues, manage client taxonomies, act as an escalation point, and collaborate with teams to enhance system capabilities.

Summary Generated by Built In

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

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!

Skills Required

3-5+ years prior experience in a technical or customer support role
Previous experience with Zendesk CRM
Previous experience with Jira

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The Company

HQ: Burlingame, CA

62 Employees

Year Founded: 2018

What We Do

Becoming a user-centric organization requires a deep and personal understanding of the people using the product. Powered by machine learning and AI, unitQ captures user feedback in more than 100 languages from dozens of sources — including the Apple App Store, Discord, Google Play Store, Reddit, Twitter, Facebook, Instagram, and among others YouTube. unitQ parses this user feedback in real time for unitQ customers to help them inform decision making along every touchpoint of the customer journey. Leading companies including Bumble, HelloFresh, Klarna, Pinterest, Spotify, Udemy and Upwork harness unitQ to visualize how existing and new product features and bugs are impacting their users across regions, app versions, and operating systems in real time. Backed by Google and Accel.