Customer Support Partner

Knit

. Own the enablement motion for specific client segments .

Posted 9/16/2026full-timeRemote • New York • United StatesJuniorMid-Level💰 $90,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in market research workflows and client support within SaaS environments, with a strong focus on customer-centric communication and operational efficiency. Capable of creating engaging learning assets and leading client training sessions while leveraging AI to enhance support processes.

Highest-signal resume keywords

Market Research ExperienceCustomer-Facing RoleExceptional Written CommunicationClient Onboarding SupportCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Market Research WorkflowsClient SupportAI Workflow AutomationReport CustomizationDocumentation Management

Soft Skills

Detail-OrientedProactiveOrganizational SkillsSolutions-OrientedCollaborative

Tools & Technologies

LoomHelp Center Management

Industry Keywords

SaaSResearch TechClient EngagementCustomer ServiceProduct Feedback

About the role

Key responsibilities & impact

Own the enablement motion for specific client segments
Lead Data Explorer orientations while data is in field
Lead report walkthroughs and show clients how to customize and extend reports and customize showreels
Join client partnership meetings to review and enable clients on recently released products and features
Support client onboarding and implementation efforts
Create and maintain learning assets
Leverage AI to automate support workflows while maintaining a high customer service bar and human-in-the-loop review
Quality-review AI responses and close documentation gaps
Respond to inbound client product questions and issues quickly, maintaining tight response times and solution-oriented responses
Create customized Loom videos for workflows, fixes, or best practices
Triage bugs and defects to Engineering with documentation, reproduction steps, client impact, and urgency
Identify recurring product questions and friction points and synthesize feedback for Product
Support and maintain Help Center content and review AI chat responses
Draft and maintain client-facing release communications, feature updates, and announcements
Support proactive client communication through educational videos, email, and in-app engagement
Update Help Center articles and support documentation for new functionality
Monitor client feedback on releases and partner with Product
Identify and implement workflow improvements to reduce manual work for CS Directors
Support client communications at scale where automation is appropriate
Partner cross-functionally to streamline handoffs between Sales, Research, Product, and CS
Support ad hoc initiatives that increase team efficiency or client impact

Requirements

What you’ll need

Two to three years of experience in market research
2 years of 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

Comp & perks

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