{"id":990849,"url":"https://alion.io/job/knit-customer-support-and-enablement-partner","title":"Customer Support and Enablement Partner","company":{"id":678937,"name":"Knit","domain":"knit.io","url":"https://alion.io/company/knit-3","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":70,"open_postings":12,"ghost_share":0.5,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-03T05:45:00Z"}},"role":"Sales","role_family":"Sales","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":90000,"max":120000,"currency":"USD","period":"year","gross":null,"usd_annual":120000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Human-in-the-Loop","optional":false}],"status":"live","first_seen_at":"2026-09-16T22:21:42Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-03T23:26:56Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":16},"description":"Who we're looking for…\nRole: Customer Support & Enablement Partner \nTeam: Customer Success\nReports To: Customer Success Director\nSupervisory Responsibility: This role will not have any direct reports.\nA little about us\nKnit is the AI-native consumer research platform helping brands automate and accelerate primary research. With our Researcher-Driven AI, we’ve condensed the entire quant + qual research process from weeks into days (sometimes hours!) for 50+ enterprise brands - including Amazon, T-Mobile, Mars, NASCAR, and more. We’re on a mission to scale and democratize world-class research. From survey generation to stakeholder-ready reports, our platform is redefining how insights teams operate - and we need your help to push the limits of what’s possible.\nThe role\nThe Customer Support & Enablement Partner is a high impact, client facing role designed to drive client value and ensure a smooth and successful onboarding to Knit’s platform, and beyond. \nThe focus of the role is:\nClient Enablement & Implementation\nProduct Support\nRelease Readiness\nSpecial Projects, primarily focused on CS efficiency and scale\nWhat we're looking for\nWe 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.\nWhat you'll do \nPillar 1: Client Enablement & Implementation\nYou own the enablement motion for specific client segments, such as Strategic and Transactional clients. These segments are expected to evolve and might change as the company matures. Client enablement includes activities such as:\nLeading the Data Explorer orientation while data is in field. \nLeading the report walkthrough, showing clients how to customise and extend the report and customize showreels themselves\nJoining client partnership meetings to review and enable clients on the latest products and features recently released\nSupporting in client onboarding and implementation efforts \nCreating and maintaining learning assets to help support an effective product experience. \nPillar 2: Product Support\nThe Customer Support Partner will serve as a primary layer of product support. This pillar requires AI saviness, speed, clarity, and strong SLAs. Responsibilities include:\nLeveraging AI to automate support workflows while maintaining a high customer service bar and human in the loop\nQuality review of AI responses to ensure high quality and closing documentation gaps where relevant\nResponding quickly to inbound client product questions and issues, maintaining tight response time and providing solution oriented responses that move issues forward\nCreating customized Loom videos to walk clients through workflows, fixes, or best practices when helpful\nTriaging bugs and defects to Engineering with clear documentation, reproduction steps, client impact, and urgency\nSpotting recurring product questions and friction points, synthesizing them into clear feedback for Product, and keeping the voice of customer front and center.\nSupporting and maintaining infrastructure, including Help Center content, reviewing of AI chat responses to ensure high quality resolution\nPillar 3: Release Readiness\nThe Customer Support Partner will play a key role in operationalizing product releases to clients. Responsibilities include:\nDrafting 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. \nUpdating Help Center articles and support documentation to reflect new functionality\nMonitoring client feedback on releases and partnering with Product to ensure insights are captured\nPillar 4: Special Projects and CS Efficiency\nThis pillar is intentionally flexible and focused on making the CS organization more scalable.\nResponsibilities may include:\nIdentifying and implementing workflow improvements to reduce manual work for CS Directors\nSupporting client communications at scale where automation is appropriate\nPartnering cross functionally to streamline handoffs between Sales, Research, Product, and CS\nSupporting ad hoc initiatives that increase team efficiency or client impact\nAbout you \n2-3 years of experience in market research \n2 years experience in a customer facing role, research operations, or client support role, ideally within SaaS, research tech, or agency environments\nStrong understanding of market research workflows and terminology\nExceptional written communication skills with the ability to explain technical concepts clearly and concisely\nDemonstrated ability to manage multiple client threads while maintaining speed and quality\nComfortable creating clear and high energy loom videos and leading live training sessions\nHighly organized and operationally rigorous\nCollaborative and comfortable working cross functionally with Product, Engineering, and Sales\nComfortable in a fast paced, evolving environment where processes are still being built\nMindset\nCustomer centric and responsive\nDetail oriented and process driven\nProactive and solutions oriented\nComfortable taking ownership without needing heavy oversight\nBenefits\nUpon joining the Knit team, you will receive a competitive salary, plus stock options, healthcare (medical, dental, and vision), and additional coverage, a company laptop and one-time, onboarding technology stipend, a 401(k) with company match, flexible time-off, hybrid working, catered lunch, and more!\nSalary\nIn accordance with New York pay transparency requirements, the salary range for this role is $90,000 - $120,000. Final compensation will be determined based on the candidate’s level, experience, and qualifications upon joining Knit.\nOur Company Values\nWe are the Championship Team. This means we:\nAre 1% better every day: We approach situations with a growth mindset and ask, “How can we make the business better?” and “What would it take?” \n Play to win: We set audacious goals and push ourselves to achieve them with a bias towards action (When we see a need, we take initiative, and hold ourselves accountable to seeing it through).\nKeep the main thing the main thing: Identify what has the biggest impact and prioritize to focus on it.\nKnit Privacy Policy here.\nCCPA disclosure here.","description_format":"text","description_chars":6616,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work","Stock options"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-17T02:30:31Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 2","filings_12m":2,"filings_prev_12m":3,"green_card_filings_12m":0,"median_offered_wage_usd":277500,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":25,"band":"fade","label":"Fading","p_open":1,"p_active":0.451,"p_room":0.55,"age_days":16,"expected_fill_days":16,"reasons":["conf:14","stale_co","win:tail","comp:junior"],"computed_at":"2026-10-03T05:45:00Z"},"pay":{"stated_usd_annual":120000,"is_top_pay":true},"html_url":"https://alion.io/job/knit-customer-support-and-enablement-partner","json_url":"https://alion.io/job/knit-customer-support-and-enablement-partner.json","meta":{"generated_at":"2026-10-04T01:16:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1659,"day_limit":5000,"remaining_today":3341,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}