Operations Team Lead - San Francisco, Bay Area

unitQ; San Francisco (CA); On-site; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Quality Hero Lead, where you will empower customers to maximize their use of an innovative AI SaaS platform. In this dynamic role, you will engage with various teams, ensuring customer satisfaction through problem-solving and effective communication. Your attention to detail and ability to work independently will be crucial as you help drive success for our clients. This is an exciting opportunity to be part of a passionate team that values diversity and is committed to shaping the future of AI technology. If you thrive in a fast-paced environment and are eager to make a difference, this role is perfect for you.

Benefits

Stock Options

Flexible Vacation Policy

Medical coverage through BlueShield and Kaiser

Dental and Vision coverage through Beam

401(k) Plan

Life Insurance

FSA and Dependent Care FSA Plans

$50/month internet/cell phone/equipment reimbursement

Generous leave policies

Equinox Gym Memberships

Qualifications

• 3-5 years of customer support experience in a high-tech SaaS industry.
• Management or lead experience with strong attention to detail.

Responsibilities

• Learn technical concepts and provide problem analysis for customers.
• Champion customer needs and rally internal teams for resolutions.

Skills

Customer Support

Problem Analysis

Attention to Detail

Communication Skills

Self-Motivation

Flexibility

Education

Bachelor's Degree

Job description

About unitQ

unitQ is a game-changing AI SaaS platform that empowers companies to build the world’s best products by leveraging real-time customer feedback to improve product quality and drive growth. unitQ’s leading AI technology aggregates customer feedback - in every language translated from public and private channels like surveys, reviews, support calls, product usage data, and more - to tell companies precisely what user friction, if fixed, will have the greatest impact. AI insights from unitQ drive higher conversion rates, better customer satisfaction, and more efficient use of engineering resources.

Our co-founders Christian Wiklund and Niklas Lindstrom have worked together for over a decade and successfully exited SKOUT, one of the first social networking dating apps with over 50 million installations globally. unitQ serves category-leading companies like Spotify, Bumble, Zendesk, PayPal, Uber, and more and is backed by leading investors including Accel, Gradient Ventures, and Zendesk Ventures. We are a group of smart, passionate leaders shaping the future of AI and are building a high-performing team.

About the Opportunity

We are looking for a highly motivated Quality Hero Lead who can help support our customers to help them maximize the value they get from our platform. This cross-functional role will interact with many teams and serve as the company’s face to many of our customers. If you are passionate about customer experiences, detail-oriented, and excited to roll up your sleeves to make customers successful, this role could be perfect for you.

Role Responsibilities:

• You will learn and understand technical concepts and our platform and solutions
• You will perform problem analysis and deliver concise resolutions
• You will be the point of contact to help champion our customers and help to rally internal team members towards issue resolutions and data processing
• You will initiate creative solutions to resolve problems
• Ability to work to specified KPIs and performance expectations
• Understanding and practical experience with mobile platforms

About You:

• 3-5 years of customer support experience
• Experience in a high-tech SaaS industry
• Management or lead experience
• English - proficient in reading and writing
• Strong attention to detail
• Self-motivated with ability to work independently as well as thrive in a virtual team environment
• Strong commitment to working in a support role with a virtual team
• Constant communication with your team and other departments to keep an open dialogue going at all times
• Flexibility with special projects from time to time
• Ability to work to specified KPIs and performance expectations
• Bonus points for: Bachelor’s degree, Experience working in an evolving, fast paced, high-growth environment, Engineering skills/knowledge, Data labeling for machine learning

Benefits:

• Stock Options
• Flexible Vacation Policy
• Medical coverage through BlueShield and Kaiser
• Dental and Vision coverage through Beam
• 401(k) Plan
• Life Insurance
• FSA and Dependent Care FSA Plans
• $50/month internet/cell phone/equipment reimbursement
• Generous leave policies
• Equinox Gym Memberships - No Equinox near you? We offer a monthly stipend instead!
• Snacks and dog friendly office environment

At unitQ, we believe that a diverse and inclusive team is key to building a great product. We celebrate the different cultures, perspectives, and experiences reflected across our team and will continue to build a diverse team as we grow.