Remote UK: Customer Support Specialist for AI Fraud Tech

Zohorecruit; Greater London; On-site; GBP 45,000 - 50,000; Full time

Benefits offered by this job

Company equity

Medical insurance

Unlimited PTO

Learning stipend

Home office setup support

401(k)

Job summary

Unit21 in London is seeking a Customer Support Specialist to drive value across our customer base, primarily through ticket communication. You will troubleshoot, share best practices, and help users derive maximum value from our product.

The role requires a technical mindset, excellent written and verbal communication, and the ability to work with Customer Success, Product and Engineering to resolve issues within SLA. Remote – London-based role with competitive salary and benefits.

Qualifications

• Frontline support via tickets and ownership of ticket queue
• Understand customer problems, needs and priorities to deliver best experience
• Gain understanding of the Unit21 platform for first level resolution
• Prioritize tickets based on severity to meet SLAs
• Troubleshoot issues and determine root cause when needed

Responsibilities

• Handle incoming customer support tickets and ensure timely replies
• Collaborate with Customer Success, Product and Engineering for improvements
• Provide best practices on detection models to improve efficiency
• Identify bugs or feature requests and communicate back to teams
• Share escalating requests to appropriate internal teams

Skills

Customer communication

Technical aptitude

Problem solving

Verbal & written communication

Education

Bachelor’s degree or equivalent

Tools

Zendesk

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Job description

Unit21 in London is seeking a Customer Support Specialist to drive value across our customer base, primarily through ticket communication. You will troubleshoot, share best practices, and help users derive maximum value from our product.

The role requires a technical mindset, excellent written and verbal communication, and the ability to work with Customer Success, Product and Engineering to resolve issues within SLA. Remote – London-based role with competitive salary and benefits.