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UnitUnitNew York, NY

Support Operations Specialist

Support Operations Specialist owns tools, workflows, and processes for the support function, building automations with AI and Zapier to improve efficiency, analyzing data for insights, and triaging customer inquiries. Requires 1-2 years in support ops or automation building.

60k – 80k/yr
On-site1+ YOESupport Engineering

About the role

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

Skills

ZapierAICustom ScriptsTicketing SystemsKnowledge BaseIntegrationsSupport Analytics

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