Manager, Customer Support

Unit21; Northern (KY); Hybrid; USD 95,000 - 105,000; Full time

Benefits offered by this job

Pre-IPO equity

Company-paid health insurance

Unlimited PTO

401(k)

Home office stipend

Growth culture

Job summary

Unit21 is seeking a Manager of Customer Support to lead and mentor a remote team of Customer Support Specialists in the US and Singapore. This hands-on role combines ticket resolution with process and automation improvements to boost efficiency and customer outcomes.

You will report to the Chief Customer Officer and manage tickets across time zones, ensuring strong SLAs and meaningful customer interactions while collaborating with Success, Product, and Engineering teams.

Qualifications

• 1+ years of experience in a team lead or management position.
• 3+ years of experience in customer-facing roles, including client services and technical support.
• Experience in a technically focused support environment.
• Experience leveraging AI tooling to improve efficiency is a plus.

Responsibilities

• Manage a remote team of Customer Support Specialists across the US and Singapore, hands-on with tickets.
• Develop processes and automation to improve support efficiency, SLAs, and customer outcomes.
• Troubleshoot complex issues, identify bugs or feature requests, and share insights with internal teams.
• Maintain first response times and escalate as needed to engineering or product teams.
• Own metrics and reporting for team performance, including escalations and resolution timing.

Skills

Team leadership

Process improvement

Automation

Cross-functional collaboration

Technical troubleshooting

Customer communication

Knowledge management

Time zone management

Remote work

Job description

For many people, the most important aspect of a new role is mission alignment. At Unit21, we’re dedicated to fighting financial crime. We’re building out a suite of AI tooling to make detection & investigation so efficient that many vectors of wrongdoing will be eliminated. Our calling card in the industry is customizability and putting control in the hands of Fraud & AML agents to help them work with speed, accuracy, and trust. Unit21 is a place to work for those who want to make a difference.

Job Description

This is a remote position.

About the Role

We are looking for a Manager of Customer Support to join our team at Unit21. This role is a player-coach position, directly managing a team of remote Customer Support Specialists in the US and Singapore while also being hands on with tickets. You will be responsible for maintaining the success of Unit21’s support team while also developing process and automation improvements, solving tickets and providing escalation assistance.

Our tickets are typically L2/L3 - this is a technical support organization. Ticket engagement may include assisting with troubleshooting, best practices, technical support, and helping users derive maximum value from our product. This role reports directly to the Chief Customer Officer.

What you will be doing:

Starting point (your first 4 months in the role)

Gain a comprehensive understanding of the Unit21 platform in order to provide first level resolution (solving tickets within the support team) when possible

Review inquiries to troubleshoot and determine root cause. Typical actions may include:

• Troubleshooting detection models, alerts, and case management issues on platform
• Identifying bugs or feature requests
• Providing best practices on detection models to reduce false positive alerts and processing time
• Investigating operation workflow issues
• Investigating file upload and download issues
• Sharing and escalating requests to other internal teams
• Working to maintain the SLAs of Customer Support (both externally stated and team goals)

Partner with internal teams, including:

• Customer Success, for customer communication alignment, troubleshooting and de-escalation of customer issues based on triage guidelines
• Product, for sharing product feedback and new feature requests
• Engineering, for bug fixes and outages

Prioritize assigned tickets accordingly based on severity of ticket and submission timing. Guide ticket escalations, providing context and indicating severity levels.

Manage a team across multiple time zones, performing 1:1s, performance reviews, escalation assistance and ongoing feedback

Own metrics for the team: Provide visibility and reporting of metrics and escalations including first response time, escalation rate to engineering, and resolution timing.

Where the team evolves (your 4-12+ months in role)

Seek to comprehensively understand customer problems, needs, and priorities in order to efficiently deliver the best customer experience possible, determining where we can pre-empt ticket questions

Evolve how AI is used in the support organization to solve tickets

Identify areas for AI skill building for efficiency and standardization

Operationalize handoffs of tickets across timezones

What we’re looking for:

• Process driven: You see gaps in knowledge and create runbooks to uplevel the team and use metrics to make decisions
• Automation focused: You evaluate the ticket types and determine where to build/buy AI to ensure ongoing efficiency in getting customers quick resolutions
• Internally Collaboration approach: Partners with internal teams to share information, find ways to streamline solutions and present a unified approach externally
• Technical knowledge: Ability to dig into the systems that create Unit21 in order to debug; ensure team members continue to learn technical concepts and have access to technical tools
• Curiosity: Gets to the root cause of an issue to solve by asking key questions
• Strong communication: Ability to communicate complex technical problems in a human tone and customer-friendly language
• Voice of the customer: Surfaces recurring pain points for broader organization action
• Knowledge Management and Enablement: Building runbooks and creating a learning culture
• 1+ years of experience in a team lead or management position
• 3+ years of experience in customer-facing roles, including client services and technical support

Work Location:

This is a remote position within the United States.

Remote work is currently limited to candidates located in the following states:

CA, CO, GA, ID, IL, KS, MA, MD, MI, MN, NJ, NY, OH, OR, PA, RI, TX, WA

Compensation

The expected base salary range for this position is $95,000–$105,000 USD annually.

This range does not include bonuses, equity, or other incentives.

What We Offer

• Competitive salary and pre-IPO equity
• 100% company-paid medical, dental, and vision insurance for employees
• Unlimited PTO and generous leave programs
• 401(k)
• Home office setup support
• A high-ownership, collaborative culture focused on impact, innovation, and growth

Equal Opportunity Employer

Unit21 is an equal opportunity employer. We encourage candidates to apply even if they don't meet every listed requirement. We are committed to building a diverse, inclusive workforce where everyone has the opportunity to thrive.