Customer Support Specialist
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Job Description
Customer Support Specialist providing support to researchers and participants. Managing support tickets via email and live chat while ensuring high-quality customer experience in a remote setting.
Responsibilities:
- Manage and resolve assigned support tickets across email and live chat with accuracy and empathy
- Partner with Project Coordinators and internal teams to escalate and resolve complex issues
- Guide users through platform functionality, study participation, and incentive-related inquiries
- Manage and process participant incentive payments accurately and on time
- Monitor account activity and conduct reviews to maintain a healthy researcher and participant marketplace
- Identify recurring friction points, surface insights, and contribute to continuous experience improvements
- Maintain and update support documentation to reflect product and process changes
Requirements:
- 1+ year of experience in a customer-facing support role
- Experience managing a high volume of written support interactions (e.g., email, chat, ticketing systems)
- Strong written communication skills with the ability to explain processes clearly and simply
- Comfortable navigating ambiguity and solving problems independently
- Highly organized with strong attention to detail
- Experience with Zendesk or similar ticketing platforms preferred.
Benefits:
- Inclusive and accessible experiences for all candidates
- Equal Opportunity Employer
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