Support & Success Specialist (x2)

1 month, 3 weeks ago
Contract
Junior
Quality Assurance and Testing
Pulse Labs

Pulse Labs

Pulse Labs revolutionizes UX research with authentic consumer data and cutting-edge technology, empowering decision-making with data-driven solutions for voice technology and behavioral tracking.

IT Services
11-50
Founded 2017
$3M raised

Description

  • 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.
  • 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.
  • Refine video quality standards and support processes.
  • Partner with UX researchers and TechOps to support seamless operations.
  • Suggest automation and self-service improvements.

Requirements

  • 2+ years of experience in customer support, panelist support, video QA, or a related role.
  • Experience providing end-user technical support is required.
  • Familiarity with CRM or ticketing systems, with HubSpot preferred.
  • Strong attention to detail for audio and video review.
  • Excellent written and spoken English.
  • Ability to manage multiple priorities and deadlines.

Interested in this position?

Apply directly on the company website

Apply Now

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