Support Operations Specialist
ABOUT UNIT
Unit https://www.unit.co/ is a market leader in embedded finance. We offer ready-to-launch financial services - like banking and capital - and serve millions of end-users across ~100 customers, including Wix, Honeybook, Relay, and more.
We’re repeat founders with technical backgrounds, working hard to build a successful company that we’re proud to work at. Our product moves $40b+ annually and processes 12m+ API calls daily. We’ve raised $160m+ from top investors including Insight, Accel, and 60+ angels.
THE ROLE
We’re hiring a Support Operations Specialist to join our growing team and own a wide range of client-facing responsibilities. The role is based in New York City.
The Support Operations Specialist brings an operator's mindset and a builder's instincts to this mission. You will own the tools, workflows, and processes that power our support function — designing automations, leveraging AI to handle repetitive work at scale, and ensuring our customers get fast, accurate, high-quality resolutions.
RESPONSIBILITIES
- Design, build, and continuously improve automated workflows that reduce manual effort across the support function
- Deploy and manage AI-powered tools to increase support capacity and quality
- Own the support tech stack (ticketing, knowledge base, integrations) and identify opportunities to make it smarter and faster
- Analyze support data to surface trends, diagnose root causes, and translate findings into actionable product and process improvements
- Partner with Engineering and Product to escalate systemic issues and track fixes through to completion
- Triage and respond to complex customer inquiries, coordinating across teams to reach resolution quickly
- Own the feedback loop between customers and Product making sure the voice of the customer drives our roadmap
REQUIREMENTS
- 1-2 years of experience in support operations or building AI and automated workflows
- Hands-on experience building automat...