Customer Support Specialist

Base pay range

$60,000.00/yr - $70,000.00/yr

About the Role:

We are looking for a Customer Support Specialist to join our team  will drive value across our customer base, engaging with customers mainly through ticket communication. This may include assisting with troubleshooting, best practices, technical support, and helping users derive maximum value from our product.

What you will be doing:

• Serve as front line to all incoming customer support tickets and ownership of own ticket queue
• Seek to comprehensively understand customer problems, needs, and priorities in order to efficiently deliver the best customer experience possible
• Gain a comprehensive understanding of the Unit
  21 platform in order to provide first level resolution when possible
• Prioritize assigned tickets accordingly based on severity of ticket
• Review inquiries to troubleshoot and determine root cause. Typical actions may include:
• Troubleshooting detection models, alerts, and case management issues on platform
• Identifying bugs or feature requests
• Providing best practices on detection models to reduce false positive alerts and processing time
• Investigating operation workflow issues
• Investigating file upload and download issues
• Sharing and escalating requests to other internal teams
• Working to maintain the SLAs of Customer Support
• Partner with internal teams, including:
• Customer Success, for customer communication alignment, troubleshooting and de-escalation of customer issues
• Product, for sharing product feedback and new feature requests
• Engineering, for bug fixes and outages

What we’re looking for:

• 2+ years of experience in customer facing roles, including client services and technical support
• Ability to communicate complex technical problems in a human tone and customer friendly language
• Strong interpersonal skills required to function both in a team environment and to build relationships with our customers
• Generalist technical background with demonstrated technical aptitude and problem solving skills
• Excellent verbal and written communication skills
• Sense of curiosity to understand our evolving offering and the actual customer requirement
• Bachelor’s degree or equivalent work experience

Bonus Points:

• Experience with ticketing systems:
  Zendesk, Shortcut
• Experience with SQL and Database Concepts

Compensation:

The standard base pay range for this role is $60,000 - $75,000 Annually. This base pay range does not include variable compensation including potential commissions, bonuses or other financial or equity incentives.

Unit
21 is an equal opportunity employer, we encourage all to apply, even if you do not meet each requirement above. We are building a diverse, inclusive workforce and hope you will join us!

What we can offer you:

• Competitive salary and pre-IPO stock options
• 100% company-paid medical, dental and vision insurance (for employee)
• Optional HSA and FSA medical reimbursement accounts
• Unlimited paid time off
• Generous leave programs for life events
• 401(k)
• Charity matching
• One-time Home office set-up stipend
• Happy hours and team-building events
• Great office space in the San Francisco Financial District
• Fully stocked kitchen
• Lunch provided in SF office multiple times a week
• A great company culture with a strong emphasis on diversity, equity and inclusion

Unit
21 stops bad actors by leveraging data to deliver justice and safety in the world. We protect businesses against adversaries engaging in money laundering, fraud, and other sophisticated risks by offering no-code infrastructure to model, detect, and remediate suspicious activity. Our customers range from large Fortune 500 companies to high-potential, pre-launch startups. We have reported over USD $2 billion in fraud and laundered money to the US government using our software.

We are a rapidly growing Series C startup, having raised close to $100m from Google, Tiger Global, ICONIQ Capital, Jack Dorsey, Diane Greene, and other leading VCs. Our team believes deeply in fostering individual ownership, iterative product development, and empathetic communication. There are many challenging problems to solve in this industry, and a huge opportunity for our software to empower companies to define a new standard of eliminating bad behavior on their platforms.

We encourage people of all backgrounds to apply. Unit
21 is committed to creating an inclusive culture, and we celebrate diversity of all kinds.

Associate

Full-time

Customer Service, Engineering, and Quality Assurance

Software Development