Support Operations Specialist

Support Operations Specialist

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

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.