Participant Support Advisor

2 hours, 7 minutes ago
Full-time
Senior
Customer and Technical Support
Prolific

Prolific

Prolific is a platform that enables researchers to quickly find trustworthy research participants. With a pool of over 120,000 active and verified participants, Prolific ensures high-quality responses through continuous monitoring and engagement. The p...

Professional Services
51-250
Founded 1997
$0M raised

Description

  • Deliver high-volume participant support with speed, accuracy, and empathy.
  • Investigate and resolve complex account, payment, verification, and account hold issues.
  • Escalate technical or systemic issues when appropriate.
  • Serve as a trusted support expert by sharing knowledge and supporting teammates.
  • Identify recurring issues and operational inefficiencies to drive improvements.
  • Collaborate with internal teams to translate participant feedback into actionable insights.
  • Advocate for participant needs in product and policy decisions.
  • Own delegated workstreams and support-led initiatives with minimal oversight.
  • Improve documentation, workflows, and guidance to help the support team scale effectively.

Requirements

  • Experience operating at a senior level within a fast-paced support team, ideally in a SaaS or tech company.
  • Proven ability to manage a high volume of customer tickets while maintaining quality, accuracy, and customer satisfaction.
  • Excellent written communication skills with the ability to explain complex issues clearly, professionally, and empathetically.
  • Strong troubleshooting and investigative skills, with experience collaborating with technical teams.
  • A proactive mindset with the ability to identify recurring problems and take ownership of solutions.
  • Experience working on cross-functional projects that improve customer experience, support operations, or internal processes.
  • Confidence working autonomously, making sound decisions, and managing competing priorities in a fast-changing environment.
  • Comfort navigating multiple systems and tools simultaneously, including Intercom, internal admin tools, and knowledge bases.
  • A high bar for quality and a track record of consistently delivering excellent work.
  • Desirable: experience as a Prolific participant or strong understanding of online research participants' motivations and challenges.
  • Desirable: experience in a marketplace environment supporting different user types.
  • Desirable: an analytical mindset using data and customer insights to identify trends and improve operations.
  • Desirable: interest in AI, online research, ethical data collection, or the fair treatment of research participants.

Benefits

  • Competitive salary.
  • Remote working.
  • Benefits package.
  • Opportunity to work in a mission-driven culture.
  • Access to Prolific's unique human data platform and groundbreaking research opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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