Customer Experience Manager - Unify

About Unify

Our mission is to build the first system-of-action for go-to-market teams, starting with an end to end platform powering warm outbound. We grown revenue 39x year-over-year, and are already serving customers like Lattice, Airbyte, and OpenPhone (see here for case study).

The status quo is that sellers spend the majority of their day doing administrative tasks. They’re confined to jotting notes, looking at LinkedIn profiles and monitoring Slack notifications. This needs to change.

Our team has been studying sales workflows for years, spotting the patterns and repetitive button clicks that hold sellers back. We’ve stood in their shoes, understood how to give them superpowers, and built products that unlocked their 7th gear. 

Now we’re building with OpenAI models (they’re an investor) and several sales data vendors to change how go-to-market works. Today, outbound sales is dominated by cold, mass outreach that floods peoples inboxes and converts to deals at a tiny rate. We’re building a platform to power warm outbound, allowing go-to-market teams to get in touch with the right people at the exact time they’re looking for a solution.

Unify was founded January 17th, 2023 by Austin Hughes (former Ramp) and Connor Heggie (former Scale AI). Prior to Unify, Austin led Ramp’s growth product team focused on new customer acquisition, and Connor was a machine learning research engineer at Scale.

We’re a high energy team and we’ve raised $19M from Thrive, Emergence, OpenAI and others. Come join us in changing how go-to-market works.

About the Role

This is a unique opportunity to build Unify’s customer support function from the ground up. As our first Customer Experience team member, you’ll play a critical role in not only delivering exceptional customer service but also influencing the product roadmap and shaping our support processes. You’ll be the voice of our customers and be at the forefront of our customer interactions, providing valuable feedback and ensuring a seamless experience for our users. This role is perfect for someone excited about wearing multiple hats in an early-stage startup environment.

What You’ll Do

• Serve as the primary point of contact for customers, solving customer problems and providing guidance across a range of topics
• Write, update, and maintain knowledge base content, including troubleshooting guides, feature explainers, and best practices. We use Pylon to manage support today
• Actively use our product to identify areas for improvement and provide product feedback
• Collaborate closely with product and engineering teams to resolve issues and prioritize customer-impacting bugs
• Develop scalable support processes that ensure efficiency and consistency as the team grows
• Experiment with new support strategies, processes, and AI tools to improve customer experience

What You’ll Need

• Strong communication skills and a passion for delivering outstanding customer experiences
• Experience interacting directly with customers via chat, email, and video calls
• 3-6 years of experience in a customer-facing role, ideally within SaaS or tech startups 
• Ability to work closely with cross-functional teams, including product and engineering
• Bonus: Experiencing managing and mentoring other CX team members 
• Bonus: Interest in exploring technical aspects of the product and a knack for problem-solving

Compensation

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