Customer Support Specialist

• 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
• 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

Benefits

• Flexible/unlimited vacation
• Medical coverage through BlueSheild and Kaiser
• Dental and Vision coverage through Beam
• 401(k) Plan
• Life insurance
• FSA and Dependent Care FSA Plans
• $50/month internet/cell phone/equipment reimbursement
• Generous leave policies
• Thrive Market - company paid membership and $50/month stipend (for remote US employees only)
• Equinox Gym Memberships - No Equinox near you? We offer a monthly stipend instead! (In place of an Equinox membership, we can offer $100/month as a wellness benefit)
• Continuing education reimbursement
• Stock Options
• Snacks and dog friendly office environment

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