# Support Operations Specialist

**Company:** [Unit](https://hotfix.jobs/companies/unit)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $60k – $80k/yr
**Experience:** 1+ years
**Skills:** Zapier, AI, Custom Scripts, Ticketing Systems, Knowledge Base, Integrations, Support Analytics
**Posted:** 2026-05-05

> 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.

## Job Description

## 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

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