Operations Team Lead - San Francisco, Bay Area
San Francisco, CA
Operations /
Full Time /
Hybrid
About unitQ
unitQ is a game-changing AI SaaS platform that empowers companies to build the world’s best products by leveraging real-time customer feedback to improve product quality and drive growth. unitQ’s leading AI technology aggregates customer feedback - in every language translated from public and private channels like surveys, reviews, support calls, product usage data, and more - to tell companies precisely what user friction, if fixed, will have the greatest impact. AI insights from unitQ drive higher conversion rates, better customer satisfaction, and more efficient use of engineering resources.
Our co-founders Christian Wiklund and Niklas Lindstrom have worked together for over a decade and successfully exited SKOUT, one of the first social networking dating apps with over 50 million installations globally. unitQ serves category-leading companies like Spotify, Bumble, Zendesk, PayPal, Uber, and more and is backed by leading investors including Accel, Gradient Ventures, and Zendesk Ventures. We are a group of smart, passionate leaders shaping the future of AI and are building a high-performing team.
About the Opportunity
We are looking for a highly motivated Quality Hero Lead who can help support our customers to help them maximize the value they get from our platform. This cross-functional role will interact with many teams and serve as the company’s face to many of our customers. If you are passionate about customer experiences, detail-oriented, and excited to roll up your sleeves to make customers successful, this role could be perfect for you.
Role Responsibilities:
- You will learn and understand technical concepts and our platform and solutions
- You will perform problem analysis and deliver concise resolutions
- You will be the point of contact to help champion our customers and help to rally internal team members towards issue resolutions and data processing
- You will initiate creative solutions to resolve problems
- Ability to work to specified KPIs and performance expectations
- Understanding and practical experience with mobile platforms
About You:
- 3-5 years of customer support experience
- Experience in a high-tech SaaS industry
- Management or lead experience
- English - proficient in reading and writingStrong attention to detail
- Self-motivated with ability to work independently as well as thrive in a virtual team environment
- Strong commitment to working in a support role with a virtual team
- Constant communication with your team and other departments to keep an open dialogue going at all times
- Flexibility with special projects from time to time
- Ability to work to specified KPIs and performance expectations
- Will work in our SF office on Mondays, Tuesdays, Thursdays, Fridays unless at in-person customer meetings
- Bonus points for: Bachelor’s degree, Experience working in an evolving, fast paced, high-growth environment, Engineering skills/knowledge, Data labeling for machine learning
Benefits:
- Stock Options
- Flexible Vacation Policy
- Medical coverage through BlueShield and Kaiser
- Dental and Vision coverage through Beam
- 401(k) Plan
- Life Insurance
- FSA and Dependent Care FSA Plans
- $50/month internet/cell phone/equipment reimbursement
- Generous leave policies
- Equinox Gym Memberships - No Equinox near you? We offer a monthly stipend instead!
- Snacks and dog friendly office environment
At unitQ, we believe that a diverse and inclusive team is key to building a great product. We celebrate the different cultures, perspectives, and experiences reflected across our team and will continue to build a diverse team as we grow.
