Customer Support and Enablement Partner at Knit in New York City

Job description

• Who we're looking for…
• Role: Customer Support & Enablement Partner
• Team: Customer Success
• Reports To: Customer Success Director
• Supervisory Responsibility: This role will not have any direct reports.
• The role
• The Customer Support & Enablement Partner is a high impact, client facing role designed to drive client value and ensure a smooth and successful onboarding to Knit’s platform, and beyond.
• Client Enablement & Implementation
• Product Support
• Release Readiness
• Special Projects, primarily focused on CS efficiency and scale

Responsibilities

• Pillar 1: Client Enablement & Implementation
• You own the enablement motion for specific client segments, such as Strategic and Transactional clients. These segments are expected to evolve and might change as the company matures. Client enablement includes activities such as:
• Leading the Data Explorer orientation while data is in field.
• Leading the report walkthrough, showing clients how to customise and extend the report and customize showreels themselves
• Joining client partnership meetings to review and enable clients on the latest products and features recently released
• Supporting in client onboarding and implementation efforts
• Creating and maintaining learning assets to help support an effective product experience.
• Pillar 2: Product Support
• The Customer Support Partner will serve as a primary layer of product support. This pillar requires AI saviness, speed, clarity, and strong SLAs. Responsibilities include:
• Leveraging AI to automate support workflows while maintaining a high customer service bar and human in the loop
• Quality review of AI responses to ensure high quality and closing documentation gaps where relevant
• Responding quickly to inbound client product questions and issues, maintaining tight response time and providing solution oriented responses that move issues forward
• Creating customized Loom videos to walk clients through workflows, fixes, or best practices when helpful
• Triaging bugs and defects to Engineering with clear documentation, reproduction steps, client impact, and urgency
• Spotting recurring product questions and friction points, synthesizing them into clear feedback for Product, and keeping the voice of customer front and center.
• Supporting and maintaining infrastructure, including Help Center content, reviewing of AI chat responses to ensure high quality resolution
• Pillar 3: Release Readiness
• The Customer Support Partner will play a key role in operationalizing product releases to clients. Responsibilities include:
• Drafting and maintaining client facing release communications, including feature updates and announcements. Supporting in proactive client communication efforts to help drive client value and adoption, including educational videos, email, in-app engagement and more.
• Updating Help Center articles and support documentation to reflect new functionality
• Monitoring client feedback on releases and partnering with Product to ensure insights are captured
• Pillar 4: Special Projects and CS Efficiency
• This pillar is intentionally flexible and focused on making the CS organization more scalable.
• Identifying and implementing workflow improvements to reduce manual work for CS Directors
• Supporting client communications at scale where automation is appropriate
• Partnering cross functionally to streamline handoffs between Sales, Research, Product, and CS
• Supporting ad hoc initiatives that increase team efficiency or client impact

Requirements

• What we're looking for
• We are specifically looking for someone with two to three years in market research: agency, supplier or client-side insights, who wants to move into a startup in a client facing role. You know how a study actually gets built and fielded. You have sat with a client and walked them through findings. You understand why a screener matters, what a decision-ready deliverable looks like, and why a client cares about the answer rather than the dashboard.
• About you
• 2-3 years of experience in market research
• 2 years experience in a customer facing role, research operations, or client support role, ideally within SaaS, research tech, or agency environments
• Strong understanding of market research workflows and terminology
• Exceptional written communication skills with the ability to explain technical concepts clearly and concisely
• Demonstrated ability to manage multiple client threads while maintaining speed and quality
• Comfortable creating clear and high energy loom videos and leading live training sessions
• Highly organized and operationally rigorous
• Collaborative and comfortable working cross functionally with Product, Engineering, and Sales
• Comfortable in a fast paced, evolving environment where processes are still being built

Skills

Required

• Customer centric and responsive
• Detail oriented and process driven
• Proactive and solutions oriented
• AI saviness
• Creating Loom videos
• Using Help Center content
• Reviewing AI chat responses

Benefits

• Upon joining the Knit team, you will receive a competitive salary, plus stock options, healthcare (medical, dental, and vision), and additional coverage, a company laptop and one-time, onboarding technology stipend, a 401(k) with company match, flexible time-off, hybrid working, catered lunch, and more!
• In accordance with New York pay transparency requirements, the salary range for this role is $90,000 - $120,000. Final compensation will be determined based on the candidate’s level, experience, and qualifications upon joining Knit.
• In accordance with New York pay transparency requirements, the salary range for this role is listed below. Final compensation will be determined based on the candidate’s level, experience, and qualifications upon joining Knit.
• Salary Range
• $90,000 - $120,000 USD