Unit21
Fintech • Cybersecurity • Compliance
Unit21 is a customizable platform designed to transform fraud prevention and anti-money laundering (AML) operations. It enables organizations to run custom detection logic, automate investigations, and seamlessly manage regulatory compliance. With features like real-time payment fraud prevention, transaction monitoring, and automated case management, Unit21 provides comprehensive solutions that adapt to unique business needs, ensuring security and efficiency in the financial technology space.
51 - 200 employees
Founded 2018
💳 Fintech
🔒 Cybersecurity
📋 Compliance
💰 $34M Series B on 2021-07
Customer Support Specialist
November 21
🏄 California – Remote
💵 $60k - $70k / year
⏰ Full Time
🟢 Junior
🟡 Mid-level
💝 Customer Support
🦅 H1B Visa Sponsor
Unit21
Fintech • Cybersecurity • Compliance
Unit21 is a customizable platform designed to transform fraud prevention and anti-money laundering (AML) operations. It enables organizations to run custom detection logic, automate investigations, and seamlessly manage regulatory compliance. With features like real-time payment fraud prevention, transaction monitoring, and automated case management, Unit21 provides comprehensive solutions that adapt to unique business needs, ensuring security and efficiency in the financial technology space.
51 - 200 employees
Founded 2018
💳 Fintech
🔒 Cybersecurity
📋 Compliance
💰 $34M Series B on 2021-07
📋 Description
• Serve as front line to all incoming customer support tickets and ownership of own ticket queue • Seek to comprehensively understand customer problems, needs, and priorities in order to efficiently deliver the best customer experience possible • Gain a comprehensive understanding of the Unit21 platform in order to provide first level resolution when possible • Prioritize assigned tickets accordingly based on severity of ticket • Review inquiries to troubleshoot and determine root cause. Typical actions may include: Troubleshooting detection models, alerts, and case management issues on platform • Identifying bugs or feature requests • Providing best practices on detection models to reduce false positive alerts and processing time • Investigating operation workflow issues • Investigating file upload and download issues • Sharing and escalating requests to other internal teams • Working to maintain the SLAs of Customer Support • Partner with internal teams, including: Customer Success, for customer communication alignment, troubleshooting and de-escalation of customer issues • Product, for sharing product feedback and new feature requests • Engineering, for bug fixes and outages
🎯 Requirements
• 2+ years of experience in customer facing roles, including client services and technical support • Ability to communicate complex technical problems in a human tone and customer friendly language • Strong interpersonal skills required to function both in a team environment and to build relationships with our customers • Generalist technical background with demonstrated technical aptitude and problem solving skills • Excellent verbal and written communication skills • Sense of curiosity to understand our evolving offering and the actual customer requirement • Bachelor’s degree or equivalent work experience • Bonus Points: Experience with ticketing systems: Zendesk, Shortcut • Fintech experience
🏖️ Benefits
• Competitive salary and pre-IPO stock options • 100% company-paid medical, dental and vision insurance (for employee) • Optional HSA and FSA medical reimbursement accounts • Unlimited paid time off • Generous leave programs for life events • 401(k) • Charity matching • Annual Learning & Development stipend • One-time Home office set-up stipend • Commuter benefits • Happy hours and team-building events • Great office space in the San Francisco Financial District • Fully stocked kitchen • Lunch provided in SF office multiple times a week • A great company culture with a strong emphasis on diversity, equity and inclusion
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