Support Specialist I (India)

Support Specialist I (India)

Why Join Us User Interviews is a fully remote team and always has been. We are proactive about staying connected to each other despite not sharing the same physical space. Remote culture is real and we care about ita lot.

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.

We thrive on feedback from our users and 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 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 once you've done that, do it again. Start having constant conversations. In short, make customers your #1 priority through user research.

That's why we exist. We help teams set up those conversations, that research, allowing 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. We work with hundreds of companies every month, including user-centric organizations like Atlassian, Amazon, and Spotify.

About the Role

As a Support Specialist I, 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.

What You'll Do

• Manage all assigned 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

Working Schedule

Looking for Someone Who

Requirements

Required Candidate Availability

Benefits

We embrace what makes you, you! 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 includebut are not limited tovaried 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.