SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 90,000 - 120,000 / annual
Knit is an AI-native consumer research platform that helps brands automate and accelerate primary research. The platform has condensed the quant + qual research process from weeks into days (sometimes hours) for 50+ enterprise brands including Amazon, T-Mobile, Mars, and NASCAR.
The Customer Support & Enablement Partner is a high-impact, client-facing role designed to drive client value and ensure smooth, successful onboarding to Knit's platform and beyond. This role reports to the Customer Success Director and has no direct reports.
Key responsibilities span four pillars:
**Pillar 1: Client Enablement & Implementation** — Own the enablement motion for specific client segments (Strategic and Transactional). Lead Data Explorer orientations while data is in field, conduct report walkthroughs showing clients how to customize and extend reports, join client partnership meetings to review and enable on latest products and features, support client onboarding and implementation, and create and maintain learning assets.
**Pillar 2: Product Support** — Serve as a primary layer of product support. Leverage AI to automate support workflows while maintaining high customer service standards and human oversight. Quality-review AI responses and close documentation gaps. Respond quickly to inbound client product questions and issues with tight SLAs. Create customized Loom videos to walk clients through workflows, fixes, or best practices. Triage bugs and defects to Engineering with clear documentation, reproduction steps, client impact, and urgency. Spot recurring product questions and friction points, synthesize them into feedback for Product, and maintain voice of customer focus. Support Help Center content and AI chat response quality.
**Pillar 3: Release Readiness** — Play a key role in operationalizing product releases. Draft and maintain client-facing release communications including feature updates and announcements. Support proactive client communication efforts through educational videos, email, in-app engagement, and more. Update Help Center articles and support documentation to reflect new functionality. Monitor client feedback on releases and partner with Product to ensure insights are captured.
**Pillar 4: Special Projects & CS Efficiency** — 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:**
- 2–3 years of experience in market research (agency, supplier, or client-side insights)
- 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 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 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
- Mindset: customer-centric, responsive, detail-oriented, process-driven, proactive, solutions-oriented, comfortable taking ownership without heavy oversight
