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.
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.
📋 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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