Manager, Customer Support

🕒 August 17

🏄 California, Colorado, +15 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌪️ Kansas – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🤠 Texas – Remote ☕ Washington – Remote

💵 $95k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Unit21

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💳 Fintech

🔒 Cybersecurity

📋 Compliance

💰 $34M Series B on 2021-07

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

• Directly manage a remote team of Customer Support Specialists in the US and Singapore while handling support tickets • Maintain the success of Unit21’s technical support team • Develop process and automation improvements • Troubleshoot detection models, alerts, case management, operational workflows, and file upload/download issues • Identify bugs and feature requests • Provide best practices for detection models to reduce false-positive alerts and processing time • Share and escalate requests to internal teams • Maintain Customer Support SLAs • Partner with Customer Success on customer communication, troubleshooting, and de-escalation • Partner with Product on product feedback and feature requests • Partner with Engineering on bug fixes and outages • Prioritize tickets by severity and submission timing • Guide ticket escalations with context and severity levels • Conduct 1:1s, performance reviews, escalation assistance, and ongoing feedback • Own and report team metrics, including first response time, engineering escalation rate, and resolution timing • Understand customer problems and anticipate ticket questions • Evolve AI use in the support organization and identify AI skill-building opportunities • Operationalize ticket handoffs across time zones

🎯 Requirements

• 1+ years of experience in a team lead or management position • 3+ years of experience in customer-facing roles, including client services and technical support • Technical support experience • Ability to troubleshoot Unit21 systems and understand technical concepts • Ability to communicate complex technical problems in a human tone and customer-friendly language • Process-driven approach, including creating runbooks and using metrics to make decisions • Automation-focused approach, including evaluating ticket types and determining where to build or buy AI solutions • Knowledge management and enablement experience • Ability to collaborate with Customer Success, Product, Engineering, and other internal teams • Candidates must be located in the United States • Remote work limited to candidates located in CA, CO, GA, ID, IL, KS, MA, MD, MI, MN, NJ, NY, OH, OR, PA, RI, TX, or WA

🏖️ Benefits

• Competitive salary • Pre-IPO equity • 100% company-paid medical, dental, and vision insurance for employees • Unlimited PTO and generous leave programs • 401(k) • Learning & development stipend • Home office setup support • A high-ownership, collaborative culture focused on impact, innovation, and growth