What are the responsibilities and job description for the Support Specialist I position at User Interviews?
- Why Join Us
We're a team of doers. You'll be fully supported by your manager and team, but there won't be anyone peering over your shoulder. You'll be expected and trusted to take ownership of your work, and to communicate clearly and transparently with your distributed teammates.
On a related note, we're very pro-feedback. From our users, of course. But also from each other. From individual contributors right up to the CEO, this is a team that is genuinely committed to continuous improvement.
About User Interviews
At User Interviews, we believe that the best companies in the world consistently deliver products and experiences that their customers love. We also believe that the only way to consistently build those products and experiences is to talk to your customers. Watch what they do. Understand why they do what they do. Figure out why they do things that seem irrational. And after you've done that once, do it again.
We help teams set up those conversations (i.e. user research), enabling them to discover and embrace user insights. We specialize in participant recruitment and management because you cannot do good research without good participants, no matter how good your other tools may be.
Our "Recruit" product allows researchers to source participants for any type of research study. Our secret sauce is our matching engine - which can find niche participants (e.g. SMB owners who use Toast POS systems, software developers who use Azure, moms who buy Kellogg's Corn Flakes) in hours.
Our "Research Hub" product allows teams to build a research panel / research CRM to manage and coordinate research with their own customer contacts.
We work with over a thousand of companies each month, including user-centric organizations like Microsoft, Amazon, Atlassian, Spotify, and Colgate-Palmolive.
What you'll do
As a Support Specialist, you'll be the true advocate for our users. You'll answer all support questions that come through our ticketing system, which will include topics such as how to use our product, how to participate, where to locate participant incentive payments, research study participation issues, etc. You'll be the expert in the user experience and be able to identify where any gaps are in that experience.
Primary Responsibilities
- Manage all support tickets
- Collaborate with Project Coordinators on escalated support issues
- Track insights, digest feedback, and identify potential improvements to our users experience
- Own and develop processes for customer satisfaction
- Manage incentive payments
- Manage account reviews, helping to keep our participant & researcher base healthy
- Update support pages according to new product updates/processes that are released
- Assist with live chat support when necessary
- Coverage on holidays, on a volunteer basis
- Monday through Friday 9AM-5PM (ET or CT)
- Self-starter with a positive attitude
- Always a team player
- Likes people and has a heart for support
- Empathy for our users and desire to go above and beyond
- Thrives in a fast-paced, always changing startup environment
- Organized and thoughtful
- Enjoys problem-solving
- 1 year of experience in a customer-facing support role
- Experience providing support in a written format (email, live chat, etc.)
- Experience responding to customer support tickets & chats with a high volume
- Experience/working knowledge of Zendesk is a plus!
- Excited about the prospect of owning a role within a growing company
- Strong problem-solving skills and comfortable with ambiguity
- Bachelor's Degree Preferred but not required
- Candidates must have a United States address and be authorized to work without any Visa sponsorship.
- Hourly pay rate: $22/hr
- Annual performance based bonus compensation
- Equity options
- 100% premium covered medical & dental employee coverage
- Annual membership to One Medical Group & Talkspace
- 4 weeks of PTO to start accrue an additional day each year
- Unlimited wellness days. Sick? Doctors appointment? Mental health day? We've got you covered.
- Flexible, paid parental leave
- 401k with $200/month employer contribution
- $250 office setup stipend (in addition to computer provided)
- $50/month work from home stipend
- Awards for 360-degree recognition, work anniversaries, & birthdays
- $250 annual L&D stipend
- Annual company retreat
We are committed to accessibility, equity, diversity, and inclusion. We build products for and welcome participants, researchers, and employees from a diverse set of backgrounds. These backgrounds include-but are not limited to-varied socioeconomic status, gender identity or expression, sexual orientation, religion, race, ethnicity, age, neurodivergence, disability, and citizenship.
As we grow, we are aware that this work is continuous. We will not settle for how things are, but rather strive for how they could be.
Salary : $250
