Customer Support and Enablement Partner

We need to produce HTML fragment with sections: About the role? Actually we have sections: "Who we're looking for…" includes role, team, reports, supervisory responsibility, a little about us, the role, what we're looking for, what you'll do (pillars), about you, benefits, salary. We must use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. But we need to map content accordingly. The instruction: "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we should create headings with those exact names? Probably we should use those headings where appropriate. The posting includes sections: "Who we're looking for…" (maybe not needed), "A little about us", "The role", "What we're looking for", "What You'll Do" (pillars), "About you", "Benefits", "Salary". Also "Our Company Values" maybe not needed? It's boilerplate? Might be considered not needed but it's substantive? It's values; could be included under About the role? Probably we can include as part of About the role? But instruction: include a section ONLY when posting has real, specific content for it. Values is specific content; we could make a section "About the role" maybe includes description of role and values? However they gave examples of headings; we can use those headings as appropriate. We need to avoid repeating job title as heading. No Job ID. Remove boilerplate like cookie/navigation/legal/EEO etc. There's a line "Knit Privacy Policy here. CCPA disclosure here." That's legal boilerplate; remove. Also "In accordance with New York pay transparency requirements, the salary range for this role is listed below." appears twice; we should keep salary range but remove duplicate sentence. We need to preserve all substantive information. So we need to include: role description, team, reports to, supervisory responsibility, about us, the role focus, what we're looking for, what you'll do (pillars with responsibilities), about you (requirements), benefits, salary. We must use

• for any list of duties/requirements/benefits. So for each list we need
  • . For prose use

    . Use

    for section headings. We need to decide sections: Maybe "About the role" (includes description of role, team, reports, supervisory responsibility, about us). "Responsibilities" (could cover pillars). "Requirements" (about you). "Benefits". "Pay" (salary). Possibly "Skills" not needed. "Schedule" not present (no schedule info). So we omit Schedule. We must not create sections with filler like "not specified". So we only create sections we have content for. Let's extract content. **About us**: "Knit 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." **Role**: "The 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. The focus of the role is: Client Enablement & ImplementationProduct SupportRelease ReadinessSpecial Projects, primarily focused on CS efficiency and scale" But we have separate pillars later. **What we're looking for**: "We 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." **What You'll Do** (pillars): Pillar 1: Client Enablement & Implementation - Leading the Data Explorer orientation while data is in field. - Leading the report walkthrough, showing clients how to customise and extend the report and customize showreels themselves - Joining client partnership meetings to review and enable clients on the latest products and features recently released - Supporting in client onboarding and implementation efforts - Creating and maintaining learning assets to help support an effective product experience. Pillar 2: Product Support - Leveraging AI to automate support workflows while maintaining a high customer service bar and human in the loop - Quality review of AI responses to ensure high quality and closing documentation gaps where relevant - Responding quickly to inbound client product questions and issues, maintaining tight response time and providing solution oriented responses that move issues forward - Creating customized Loom videos to walk clients through workflows, fixes, or best practices when helpful - Triaging bugs and defects to Engineering with clear documentation, reproduction steps, client impact, and urgency - Spotting recurring product questions and friction points, synthesizing them into clear feedback for Product, and keeping the voice of customer front and center. - Supporting and maintaining infrastructure, including Help Center content, reviewing of AI chat responses to ensure high quality resolution Pillar 3: Release Readiness - Drafting 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. - Updating Help Center articles and support documentation to reflect new functionality - Monitoring client feedback on releases and partnering with Product to ensure insights are captured Pillar 4: Special Projects and CS Efficiency - Identifying and implementing workflow improvements to reduce manual work for CS Directors - Supporting client communications at scale where automation is appropriate - Partnering cross functionally to streamline handoffs between Sales, Research, Product, and CS - Supporting ad hoc initiatives that increase team efficiency or client impact **About you**: - 2-3 years of experience in market research - 2 years 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 - Mindset: Customer centric and responsive, Detail oriented and process driven, Proactive and solutions oriented, Comfortable taking ownership without needing heavy oversight **Benefits**: - 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! **Salary**: - In accordance with New York pay transparency requirements, the salary range for this role is $90,000 - $110,000. Final compensation will be determined based on the candidate’s level, experience, and qualifications upon joining Knit. We have duplicate sentence about NY pay transparency; we can keep one. We need to output HTML fragment only. We'll structure:

    About the role

    ... about us + role description ...

    Responsibilities

    • ... list of responsibilities from pillars ...
    But we have multiple pillars; we could either list each pillar as subheading? Not allowed to create extra headings beyond those given? The instruction says use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests we should use those. Probably we should stick to those headings only. So we can put all responsibilities under Responsibilities heading as a list. Similarly, Requirements heading for about you. Benefits heading. Pay heading. We should not include Schedule. We need to ensure we don't repeat job title as heading. Let's craft. First, About the role paragraph: combine about us and role description. About us paragraph: as above. Role description: "The 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. The focus of the role is: Client Enablement & Implementation, Product Support, Release Readiness, Special Projects, primarily focused on CS efficiency and scale." We can combine. Now Responsibilities: list all bullet points from pillars. We need to ensure we preserve all substantive information; we can combine into a single list. Let's extract bullet points exactly as given. Pillar 1 bullets: - Leading the Data Explorer orientation while data is in field. - Leading the report walkthrough, showing clients how to customise and extend the report and customize showreels themselves - Joining client partnership meetings to review and enable clients on the latest products and features recently released - Supporting in client onboarding and implementation efforts - Creating and maintaining learning assets to help support an effective product experience. Pillar 2 bullets: - Leveraging AI to automate support workflows while maintaining a high customer service bar and human in the loop - Quality review of AI responses to ensure high quality and closing documentation gaps where relevant - Responding quickly to inbound client product questions and issues, maintaining tight response time and providing solution oriented responses that move issues forward - Creating customized Loom videos to walk clients through workflows, fixes, or best practices when helpful - Triaging bugs and defects to Engineering with clear documentation, reproduction steps, client impact, and urgency - Spotting recurring product questions and friction points, synthesizing them into clear feedback for Product, and keeping the voice of customer front and center. - Supporting and maintaining infrastructure, including Help Center content, reviewing of AI chat responses to ensure high quality resolution Pillar 3 bullets: - Drafting 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. - Updating Help Center articles and support documentation to reflect new functionality - Monitoring client feedback on releases and partnering with Product to ensure insights are captured Pillar 4 bullets: - Identifying and implementing workflow improvements to reduce manual work for CS Directors - Supporting client communications at scale where automation is appropriate - Partnering cross functionally to streamline handoffs between Sales, Research, Product, and CS - Supporting ad hoc initiatives that increase team efficiency or client impact Now Requirements (About you) list: - 2-3 years of experience in market research - 2 years 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 We