Customer Support
Unify
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
SQL
About the role
- Serve as a key point of contact for customer issues, providing expert guidance while documenting patterns to inform process improvements.
- Build, maintain, and optimize our technical documentation, troubleshooting guides, and best practice resources using Pylon.
- Actively use our product to identify friction points and improvement opportunities, providing structured feedback to product and engineering teams.
- Design and implement scalable support processes to ensure consistency and efficiency as our customer base grows.
- Experiment with new support strategies and AI tools to enhance the customer experience.
- Work with product and engineering teams on bug reporting, feature requests, and prioritizing customer-impacting updates.
- Create and update documentation for common customer scenarios while managing support-related dashboards and metrics.
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.
Benefits
- Comprehensive benefits, including medical, dental, vision, and 401(k) options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisExcelSQLtechnical documentationtroubleshootingprocess improvementcustomer supportuser feedback analysisproduct metricssupport process design
Soft skills
communicationproblem-solvingcollaborationcustomer focusadaptabilitycritical thinkingattention to detailorganizational skillsfeedback provisionstrategic thinking