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About the Role
Unit21 is seeking a Customer Support Specialist to manage customer inquiries primarily through tickets, assisting with troubleshooting, best practices, and technical support to maximize product value.
Responsibilities
- 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.
- Comprehensively understand customer problems, needs, and priorities to efficiently deliver the best customer experience.
- Gain a comprehensive understanding of the Unit21 platform to provide first level resolution when possible.
- Prioritize assigned tickets accordingly based on severity to stay within established SLAs.
- Review inquiries to troubleshoot and determine root cause.
- Troubleshoot detection models, alerts, and case management issues on platform.
- Identify bugs or feature requests.
- Provide best practices on detection models to reduce false positive alerts and processing time.
- Investigate operation workflow issues.
- Investigate file upload and download issues.
- Share and escalate requests to other internal teams.
- Partner with Customer Success for customer communication alignment, troubleshooting, and de-escalation.
- Partner with Product for sharing product feedback and new feature requests.
- Partner with Engineering for bug fixes and outages.
Requirements
- 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 actual customer requirements.
- Bachelor’s degree or equivalent work experience.
Skills
- Zendesk
- Shortcut
Location
- Remote - London
Work Type
- Remote
- Full-time
Experience Level
- Entry Level
Education Level
- Bachelor's degree or equivalent work experience
Salary/Compensations
- £45,000–$50,000 annually
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.
About the Company
- 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.
Equal Opportunity
- Unit21 is an equal opportunity employer.
- We encourage candidates to apply even if they do not meet every listed requirement.
- We are committed to building a diverse, inclusive workforce where different perspectives drive better outcomes.