Apply here: https://www.talentfair.jobs/l/9
About this role
Company: User Interviews
Salary: $22/hour
Remote Status: Fully Remote
Benefits: Health (100% premium covered), Dental (100% premium covered), Equity, 401k ($200/month employer contribution), 4 weeks PTO + additional, Unlimited wellness days, Paid parental leave, $250 office setup stipend, $50/month WFH stipend, $100 annual L&D stipend.
The company:
At User Interviews, we help companies build better products by connecting them with their customers for user research. We specialize in participant recruitment and management, working with hundreds of user-centric organizations like Atlassian, Amazon, and Spotify. We are a fully remote team that prioritizes connection, transparency, and continuous improvement.
Your Role:
As a Support Specialist I, you'll be the primary advocate for our users, managing all incoming support questions through our ticketing system. You'll be an expert in the user experience, identifying gaps and suggesting improvements, ensuring our users have a seamless journey.
Daily tasks:
Manage all assigned support tickets (product usage, participation, incentive payments, study issues).
Collaborate with Project Coordinators on escalated issues.
Track insights, digest feedback, and identify potential user experience improvements.
Develop and own processes for customer satisfaction.
Manage incentive payments and account reviews.
Update support pages as new product updates and processes are released.
Assist with live chat support as needed.
Provide coverage on holidays, on a volunteer basis.
Working Schedule:
Monday through Friday, 9 AM - 5 PM (ET or CT)
Requirements:
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.
Strong problem-solving skills and comfort with ambiguity.
Candidates must have a United States address and be authorized to work in the United States without any Visa sponsorship.
Preferred (Bonus Skills):
Experience/working knowledge of Zendesk.
Apply here: https://www.talentfair.jobs/l/9