Customer Support and Enablement Partner

Summary

Knit is an AI-native consumer research platform that helps brands automate and accelerate primary research. The Customer Support & Enablement Partner drives client value through onboarding, enablement, product support, release readiness, and special projects that improve Customer Success efficiency and scale.

Responsibilities

• 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
• 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
• 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
• 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

Skills

• 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
• 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
• Customer centric and responsive
• Detail oriented and process driven
• Proactive and solutions oriented
• Comfortable taking ownership without needing heavy oversight

Qualifications

Must Haves

• 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
• 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
• Customer centric and responsive
• Detail oriented and process driven
• Proactive and solutions oriented
• Comfortable taking ownership without needing heavy oversight

Benefits

• Stock options
• Healthcare (medical, dental, and vision)
• Additional coverage
• A company laptop
• One-time, onboarding technology stipend
• A 401(k) with company match
• Flexible time-off
• Hybrid working
• Catered lunch