Customer Support and Enablement Partner

Overview

A client-facing Customer Support and Enablement Partner role in Knit's Customer Success team, driving client onboarding, product support, release readiness and CS efficiency for an AI-native consumer research platform.

What you'll do

• Own the enablement motion for specific client segments, such as Strategic and Transactional clients.
• Lead the Data Explorer orientation while data is in field.
• Lead report walkthroughs, showing clients how to customise and extend the report and customise showreels themselves.
• Join client partnership meetings to enable clients on the latest products and features.
• Support client onboarding and implementation efforts.
• Create and maintain learning assets to support an effective product experience.
• Leverage AI to automate support workflows while maintaining a high customer service bar and human in the loop.
• Quality review AI responses to ensure high quality and close documentation gaps where relevant.
• Respond quickly to inbound client product questions and issues, providing solution-oriented responses that move issues forward.
• Create customised Loom videos to walk clients through workflows, fixes or best practices when helpful.
• Triage bugs and defects to Engineering with clear documentation, reproduction steps, client impact and urgency.
• Spot recurring product questions and friction points, synthesising them into clear feedback for Product.
• Support and maintain infrastructure, including Help Center content and review of AI chat responses to ensure high quality resolution.
• Draft and maintain client-facing release communications, including feature updates and announcements.
• Support proactive client communication to drive client value and adoption, including educational videos, email and in-app engagement.
• Update Help Center articles and support documentation to reflect new functionality.
• Monitor client feedback on releases and partner with Product to capture insights.
• 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.

What you'll need

• 2-3 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, high-energy Loom videos and leading live training sessions.
• Highly organised 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.

Details

• Location: Remote.
• Reports to the Customer Success Director; no direct reports.
• Compensation: salary range $90,000 - $120,000, plus stock options, healthcare, company laptop, onboarding technology stipend and 401(k) with company match.
• Hybrid working, flexible time off.