Customer Support Specialist

unitQ; Emeryville (CA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Flexible/unlimited vacation

Comprehensive medical, dental, and vision

401(k) plan

Life insurance and FSA plans

Stock options

Equinox gym membership or wellness stipend

Job summary

unitQ is hiring a Customer Support Specialist in Emeryville, California to enhance product quality through excellent problem-solving and communication. The role involves managing client issues, collaborating with teams, and creating effective solutions.

The ideal candidate has 3-5+ years in technical support, strong skills in Zendesk and Jira, and a proactive approach to managing customer accounts. Benefits include flexible vacation, comprehensive healthcare, and stock options.

Qualifications

• 3-5+ years of experience in a technical or customer support role is required.
• Demonstrated enthusiasm for AI and technical solutions.
• Ability to independently manage tasks and projects.

Responsibilities

• Follow up on open issues with customers and communicate resolutions.
• Create and update client taxonomy during their unitQ journey.
• Act as an escalation point for inbound client cases.
• Collaborate with cross-functional teams to enhance platform capabilities.

Skills

Technical problem-solving

Excellent communication skills

Task and project management

Zendesk CRM experience

Jira experience

Tools

Zendesk

Jira

Job description

About UnitQ

At unitQ, we leverage AI and advanced analytics to enable businesses to proactively monitor and improve product quality based on real‑time user feedback from both public and private channels.

About The Opportunity

We’re looking for a Customer Support Specialist who can problem‑solve on their feet, gather technical information from nontechnical people, communicate resolutions to nontechnical people in a timely manner, and have excellent follow‑through and follow‑up skills to design, build, and monitor robust systems for data ingestion, cleaning, and processing. You should be goal‑oriented, highly organized, and a self‑starter who works well independently or in a team environment. You will work closely with Operations Leads, Engagement Managers, and engineers.

Role Responsibilities

• Effectively follow up on open issues with customers or Customer Success and communicate the resolution
• Create and/or update client taxonomy in all stages of the client unitQ journey
• Act as an escalation point for all inbound cases from our clients and the Customer Success team
• Collaborate closely with cross‑functional teams to enhance platform capabilities

About You

• 3‑5+ years prior experience in a technical or customer support role required
• Demonstrated enthusiasm for understanding and applying AI, mode, and manual solutions to client problems
• Previous experience with Zendesk CRM and Jira
• Monitor a set of customer accounts for breaks in activity and provide proactive outreach to troubleshoot data issues
• Self‑driven with the ability to independently manage tasks and projects

Nice to Have

• Prior experience or knowledge of AI tools and machine learning
• Prior experience working at a technology company or start‑up environment

Benefits

• Flexible/unlimited vacation
• Comprehensive medical, dental, and vision
• 401(k) plan
• Life insurance and FSA plans
• Stock options
• Equinox gym membership or wellness stipend

At unitQ, diversity drives innovation. We celebrate and welcome employees of different backgrounds, cultures, perspectives, and experiences. We’re committed to fostering an inclusive environment as our team grows.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.