Baffling experience at Knack - Customer Support Knack Employee Review

-Engaged leadership: The leadership team is clearly invested in the success of the company and the team. They're transparent about expectations and company performance, and good about making themselves available. They're also actively hands-on and regularly in the trenches solving problems with the team, which I appreciate at a company of this size. -Supportive culture, even while remote: Everyone is friendly, respectful, and focused. It’s a low-ego environment. People do what they say they’ll do, and communication is clear. Even though we’re fully remote, it still feels collaborative and connected. -Product with real upside: Knack solves meaningful problems and has a lot of potential. The product delivers real value to customers across a variety of industries, and there’s still plenty of room to grow (especially with AI), which is motivating. -Perks that matter: Remote work is fully embraced, not just tolerated. There’s a home workstation stipend, flexible hours, and no pressure to be “always on.” There’s genuine autonomy and you’re trusted to do good work.

-As a newer hire, I’ve noticed some things still feel like a “small” company or startup — for example, it can be tricky to track down certain data, and it’s safe to say not every process is fully standardized or documented in a central hub yet at this point. -Things move fast here, which can be a pro or a con depending how you look at it.

The Knack team is an amazing group of people. There are diverse Knacksters from all across the globe and everyone is genuinely pretty great. Knack has done a really good job of maintaining a solid foundation while growing as a business. A PE firm invested in the company ~3 years ago and Knack’s trajectory took off! Today, it’s a strong group of ~50 really cool people working on an exciting product. At our company retreat we learned a lot more about who our customers are and the mission & vision we’re working towards. It’s a really exciting time to be at Knack with a super high ceiling.

They likely hired too fast and absolutely hit some growing pains. If you read some of the other posts here, you can see that it wasn’t a perfectly smooth transition. Leadership did two restructurings (one in 2024 & one in early 2025). The reasoning given was to be able to extend the runway and ensure we were investing in the right places.