Customer Support and Enablement Partner

Knit; New York (NY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Stock options

Healthcare

Hybrid working

Company laptop

Onboarding stipend

401(k) with company match

Catered lunch

Flexible time-off

Job summary

Knit in New York is seeking a Customer Support & Enablement Partner to drive client value and ensure smooth onboarding to Knit’s AI-native platform.

You will own enablement for Strategic and Transactional clients, lead Data Explorer orientation, report walkthroughs, onboarding support, and create learning assets.

This role offers a salary range of $90,000–$120,000 in New York, plus stock options, healthcare, a laptop, a stipend, a 401(k) match and hybrid working.

Qualifications

• Two to three years of market research experience.
• Two years in a customer-facing role in SaaS or research tech.
• Strong written communication skills.

Responsibilities

• Own enablement for client segments (Strategic/Transactional).
• Lead Data Explorer orientation and report walkthroughs.
• Join client partnership meetings to review products.
• Support onboarding and implementation efforts.
• Create and maintain learning assets to support product experience.
• Provide primary product support with fast SLAs.
• Quality review of AI responses and diagnose gaps.
• Create Loom walkthrough videos for clients.
• Triaging bugs with Engineering with clear steps.
• Synthesize client feedback for Product, voice of customer.

Skills

Market research

Client-facing

Written communication

Cross-functional

Tools

Loom

Job description

Role: Customer Support & Enablement Partner

Team: Customer Success

Reports To:Customer Success Director

Supervisory Responsibility: This role will not have any direct reports.

A little about us

Knit is the AI-native consumer research platform helping brands automate and accelerate primary research. With our Researcher-Driven AI, we’ve condensed the entire quant + qual research process from weeks into days (sometimes hours!) for 50+ enterprise brands — including Amazon, T-Mobile, Mars, NASCAR, and more. We’re on a mission to scale and democratize world-class research. From survey generation to stakeholder-ready reports, our platform is redefining how insights teams operate — and we need your help to push the limits of what’s possible.

The role

The Customer Support & Enablement Partner is a high impact, client facing role designed to drive client value and ensure a smooth and successful onboarding to Knit’s platform, and beyond.

The focus of the role is:

• Client Enablement & Implementation
• Product Support
• Release Readiness
• Special Projects, primarily focused on CS efficiency and scale

What we’re looking for

We are specifically looking for someone with two to three years in market research: agency, supplier or client-side insights, who wants to move into a startup in a client facing role. You know how a study actually gets built and fielded. You have sat with a client and walked them through findings. You understand why a screener matters, what a decision-ready deliverable looks like, and why a client cares about the answer rather than the dashboard.

What you’ll do

You own the enablement motion for specific client segments, such as Strategic and Transactional clients. These segments are expected to evolve and might change as the company matures. Client enablement includes activities such as:

• Leading the Data Explorer orientation while data is in field.
• Leading the report walkthrough, showing clients how to customise and extend the report and customize showreels themselves
• Joining client partnership meetings to review and enable clients on the latest products and features recently released
• Supporting in client onboarding and implementation efforts
• Creating and maintaining learning assets to help support an effective product experience.

The Customer Support Partner will serve as a primary layer of product support. This pillar requires AI saviness, speed, clarity, and strong SLAs. Responsibilities include:

• Leveraging AI to automate support workflows while maintaining a high customer service bar and human in the loop
• Quality review of AI responses to ensure high quality and closing documentation gaps where relevant
• Responding quickly to inbound client product questions and issues, maintaining tight response time and providing solution oriented responses that move issues forward
• Creating customized Loom videos to walk clients through workflows, fixes, or best practices when helpful
• Triaging bugs and defects to Engineering with clear documentation, reproduction steps, client impact, and urgency
• Spotting recurring product questions and friction points, synthesizing them into clear feedback for Product, and keeping the voice of customer front and center.
• Supporting and maintaining infrastructure, including Help Center content, reviewing of AI chat responses to ensure high quality resolution

Pillar 3: Release Readiness

The Customer Support Partner will play a key role in operationalizing product releases to clients. Responsibilities include:

• Drafting and maintaining client facing release communications, including feature updates and announcements. Supporting in proactive client communication efforts to help drive client value and adoption, including educational videos, email, in-app engagement and more.
• Updating Help Center articles and support documentation to reflect new functionality
• Monitoring client feedback on releases and partnering with Product to ensure insights are captured

Pillar 4: Special Projects and CS Efficiency

This pillar is intentionally flexible and focused on making the CS organization more scalable.

Responsibilities may include:

• Identifying and implementing workflow improvements to reduce manual work for CS Directors
• Supporting client communications at scale where automation is appropriate
• Partnering cross functionally to streamline handoffs between Sales, Research, Product, and CS
• Supporting ad hoc initiatives that increase team efficiency or client impact

About you

• 2-3 years of experience in market research
• 2 years experience in a customer facing role, research operations, or client support role, ideally within SaaS, research tech, or agency environments
• Strong understanding of market research workflows and terminology
• Exceptional written communication skills with the ability to explain technical concepts clearly and concisely
• Demonstrated ability to manage multiple client threads while maintaining speed and quality
• Comfortable creating clear and high energy loom videos and leading live training sessions
• Highly organized and operationally rigorous
• Collaborative and comfortable working cross functionally with Product, Engineering, and Sales
• Comfortable in a fast paced, evolving environment where processes are still being built

Mindset

• Customer centric and responsive
• Detail oriented and process driven
• Proactive and solutions oriented
• Comfortable taking ownership without needing heavy oversight

Upon joining the Knit team, you will receive a competitive salary, plus stock options, healthcare (medical, dental, and vision), and additional coverage, a company laptop and one-time, onboarding technology stipend, a 401(k) with company match, flexible time-off, hybrid working, catered lunch, and more!

In accordance with New York pay transparency requirements, the salary range for this role is $90,000 - $120,000. Final compensation will be determined based on the candidate’s level, experience, and qualifications upon joining Knit.

Our Company Values

We are the Championship Team. This means we:

• Are 1% better every day: We approach situations with a growth mindset and ask, “How can we make the business better?” and “What would it take?”
• Play to win: We set audacious goals and push ourselves to achieve them with a bias towards action (When we see a need, we take initiative, and hold ourselves accountable to seeing it through).
• Keep the main thing the main thing: Identify what has the biggest impact and prioritize to focus on it.