Support Operations Specialist

Unit • New York, NY

5d • Onsite

About The Position

Unit 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 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.

Requirements

• 1-2 years of experience in support operations or building AI and automated workflows
• Hands-on experience building automations using tools like Zapier or custom scripts, you know how to connect systems, or have experience building with AI
• You’re a quick learner and comfortable in fast-moving environments
• A process-improvement orientation: you instinctively ask "why does this exist?" and "how could this be automated?"
• You are enthusiastic about fintech and creating the future of financial infrastructure

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed