Customer Support

Unify•New York, NY

6d•Onsite

About The Position

This is a unique opportunity to join our team in Customer Support, working at the intersection of customer experience, product, and operations. In this role, you'll help build and optimize our support infrastructure while ensuring exceptional customer experiences. This position is perfect for someone excited about combining hands-on customer support with product strategy and operational improvements in a fast-paced and dynamic environment. You’ll work closely with cross-functional teams, including product and engineering, to enhance our operational efficiency, identify opportunities for improvement, and scale processes as we grow. With the opportunity to have a direct impact on both day-to-day operations and long-term success, this role is ideal for someone who is detail-oriented, data-driven, and passionate about delivering value to customers.

Requirements

2-4 years in customer support/success, product, or operations roles
Track record of creating and maintaining user-facing documentation and help articles.
Background analyzing user feedback and product metrics to identify improvement opportunities.
Strong data analysis skills with proficiency in Excel and basic SQL for product analytics.
Familiarity with knowledge base platforms (Pylon experience is a plus).
Experience working with technical products or cross-functionally with product teams.
Excellent written and verbal communication skills.
Detail-oriented approach to documenting user processes and product solutions.
Product-minded approach with strong analytical problem-solving abilities.
Proven ability to translate user needs into actionable product insights.
Experience collecting, analyzing, and acting on user feedback to drive product improvements.

Responsibilities

Be a Customer Advocate: Serve as a key point of contact for customer issues, providing expert guidance while documenting patterns to inform process improvements.
Develop Knowledge Base Content: Build, maintain, and optimize our technical documentation, troubleshooting guides, and best practice resources using Pylon.
Drive Product Insights: Actively use our product to identify friction points and improvement opportunities, providing structured feedback to product and engineering teams.
Scale Operational Processes: Design and implement scalable support processes to ensure consistency and efficiency as our customer base grows.
Test and Innovate: Experiment with new support strategies and AI tools to enhance the customer experience.
Collaborate Cross-Functionally: Work with product and engineering teams on bug reporting, feature requests, and prioritizing customer-impacting updates.
Maintain Operational Dashboards: Create and update documentation for common customer scenarios while managing support-related dashboards and metrics.