[Hiring] Customer Support Specialist @Unit21, INC

Role Description

We are looking for a Customer Support Specialist to join our team at Unit21. You 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.

• Serve as front line to all incoming customer support tickets and ownership of own ticket queue.
• Dive deep into technical issues with available tooling, partner with engineering on bugs, and help build AI functionality for our support organization.
• 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 Unit21 platform in order to provide first level resolution when possible.
• Prioritize assigned tickets accordingly based on severity of ticket to stay within established SLAs.
• 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.
• 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.

Qualifications

• Ability to communicate complex technical problems in a human tone and customer friendly language.
• Strong interpersonal skills required to collaborate internally and externally.
• Strong 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.

Requirements

• Experience with ticketing systems: Zendesk, Shortcut.
• Fintech experience.

Benefits

• Competitive salary and pre-IPO equity.
• 100% company-paid medical, dental, and vision insurance (employee).
• Unlimited PTO and generous leave programs.
• 401(k), learning & development stipend, and home office setup support.
• A collaborative, high-ownership culture that embraces experimentation, innovation, and AI as a core part of how we work and grow.

Company Description

Unit21 stops bad actors by leveraging data and AI to deliver justice and safety in the world. We protect businesses against money laundering, fraud, and other sophisticated risks through AI-powered infrastructure that enables organizations to model, detect, investigate, and remediate suspicious activity without writing code.

Our customers range from Fortune 500 enterprises to high-growth fintechs and crypto companies. Together, they have reported more than $2 billion in fraud and illicit activity using our platform.

We are a rapidly growing Series C startup backed by Google Ventures, Tiger Global, ICONIQ Capital, Jack Dorsey, Diane Greene, and other leading investors. We're building an AI-native company where every team is empowered to leverage AI to move faster, make better decisions, and deliver greater impact.