Support Operations Specialist

Unit; New York (NY); On-site; USD 65,000 - 85,000; Full time

Job summary

Unit is seeking a Support Operations Specialist in New York City. The role involves designing automated workflows, managing AI tools, and analyzing support data to enhance service quality. Candidates should have 1-2 years of experience in support operations, be skilled in building automations, and possess a strong analytical mindset. Join a fast-growing team passionate about creating a more equitable financial ecosystem.

Qualifications

• 1-2 years of experience in support operations or building AI and automated workflows.
• Hands-on experience with automation tools and a strong understanding of system connections.
• Process-improvement orientation and quick learning in fast-moving environments.

Responsibilities

• Design, build, and improve automated workflows for the support function.
• Manage AI-powered tools to enhance support quality.
• Analyze support data to identify trends and improve processes.
• Respond to complex customer inquiries efficiently.

Skills

Experience in support operations

Building AI and automated workflows

Hands-on experience with automation tools like Zapier

Analytical skills

Excellent communication skills

Tools

Zapier

Custom scripts

Job description

ABOUT UNIT

Unit is a market leader in embedded finance. We offer ready-to-launch financial services - like banking and capital - and serve millions of end-users across ~100 customers, including Wix, Honeybook, Relay, and more.

We’re repeat founders with technical backgrounds, working hard to build a successful company that we’re proud to work at. Our product moves $40b+ annually and processes 12m+ API calls daily. We’ve raised $160m+ from top investors including Insight, Accel, and 60+ angels.

The Role

We’re hiring a Support Operations Specialist to join our growing team and own a wide range of client-facing responsibilities. The role is based in New York City.

The Support Operations Specialist brings an operator's mindset and a builder's instincts to this mission. You will own the tools, workflows, and processes that power our support function — designing automations, leveraging AI to handle repetitive work at scale, and ensuring our customers get fast, accurate, high-quality resolutions.

Responsibilities

• Design, build, and continuously improve automated workflows that reduce manual effort across the support function

• Deploy and manage AI-powered tools to increase support capacity and quality

• Own the support tech stack (ticketing, knowledge base, integrations) and identify opportunities to make it smarter and faster

• Analyze support data to surface trends, diagnose root causes, and translate findings into actionable product and process improvements

• Partner with Engineering and Product to escalate systemic issues and track fixes through to completion

• Triage and respond to complex customer inquiries, coordinating across teams to reach resolution quickly

• Own the feedback loop between customers and Product making sure the voice of the customer drives our roadmap

Requirements

• 1-2 years of experience in support operations or building AI and automated workflows

• Hands-on experience building automations using tools like Zapier or custom scripts, you know how to connect systems, or have experience building with AI

• You’re a quick learner and comfortable in fast-moving environments

• A process-improvement orientation: you instinctively ask "why does this exist?" and "how could this be automated?"

• You are enthusiastic about fintech and creating the future of financial infrastructure

LIFE AT UNIT

Working at Unit means joining a global team on a mission to create a more equitable financial ecosystem. We’re a fast-growing team of individuals who are passionate about their work, see the big picture and always seek to empower our clients and their end-customers.