Job Description

About the Role: We are looking for a Customer Support Specialist to join our team at Unit21. You will drive value across our customer base, engaging with customers mainly through ticket communication. This may include assisting with troubleshooting, best practices, technical support, and helping users derive maximum value from our product. What you will be doing: Serve as front line to all incoming customer support tickets and ownership of own ticket queue. Dive deep into technical issues with available tooling, partner with engineering on bugs, and help build AI functionality for our support organization. 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 to stay within established SLAs 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 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 What we’re looking for: Ability to communicate complex technical problems in a human tone and customer friendly language Strong interpersonal skills required to collaborate internally ans externally Strong 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 Compensation Base salary range: £ 45,000–$50,000 annually. This range does not include bonuses, equity, or other incentives. Work Location Remote – London About Unit21 Unit21 stops bad actors by leveraging data and AI to deliver justice and safety in the world. We protect businesses against money laundering, fraud, and other sophisticated risks through AI-powered infrastructure that enables organizations to model, detect, investigate, and remediate suspicious activity without writing code. Our customers range from Fortune 500 enterprises to high-growth fintechs and crypto companies. Together, they have reported more than $2 billion in fraud and illicit activity using our platform. We are a rapidly growing Series C startup backed by Google Ventures, Tiger Global, ICONIQ Capital, Jack Dorsey, Diane Greene, and other leading investors. We're building an AI-native company where every team is empowered to leverage AI to move faster, make better decisions, and deliver greater impact. What We Offer Competitive salary and pre-IPO equity. 100% company-paid medical, dental, and vision insurance (employee). Unlimited PTO and generous leave programs. 401(k), learning & development stipend, and home office setup support. A collaborative, high-ownership culture that embraces experimentation, innovation, and AI as a core part of how we work and grow. Equal Opportunity Unit21 is an equal opportunity employer. We encourage candidates to apply even if they do not meet every listed requirement. We are committed to building a diverse, inclusive workforce where different perspectives drive better outcomes.