Support & Success Specialist (x2)
This is a 100% remote role contract role.
We are seeking detail-oriented, customer-focused professionals who excel in problem-solving and thrive in a fast-paced environment. If you are passionate about exceptional service, video quality assurance, and collaborative teamwork, this role is for you.
Key Responsibilities:
Panelist Support & Ticket Management
- Monitor and manage incoming support tickets via HubSpot.
- Serve as the primary point of contact for panelists with prompt, professional communication.
- Troubleshoot issues, escalate complex cases, and ensure timely resolution.
- Document all interactions in HubSpot and identify trends to improve panelist experience.
Video Quality Review & Validation
- Review user-submitted video content for clarity, accuracy, and adherence to guidelines.
- Flag issues such as poor resolution, incomplete recordings, or misaligned audio/video.
- Ensure submissions meet accessibility and research standards before approval.
- Log issues in JIRA/Trello and collaborate with UX Operations on resolutions.
Process Improvement & Collaboration
- Refine video quality standards and support processes.
- Partner with UX researchers and TechOps for seamless operations.
- Suggest automation and self-service improvements.
Requirements
- Experience providing end-user technical support is required.
- 2+ years experience in customer or panelist support, video QA, or related roles.
- Familiarity with CRM/ticketing systems (HubSpot preferred).
- Strong attention to detail for audio/video review.
- Excellent written and spoken English.
- Ability to manage multiple priorities and deadlines.