User Interviews

Support Specialist I (CT/ET)

United States

Not SpecifiedCompensation
Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
Market Research, User ExperienceIndustries

Position Overview

  • Location Type: Remote
  • Job Type: Full-time
  • Salary: $22/hr

User Interviews is seeking a Support Specialist I to serve as the primary advocate for their users. This role involves answering support questions through a ticketing system, addressing topics like product usage, participant inquiries, and research study issues. The Support Specialist will act as an expert on the user experience and identify areas for improvement.

About User Interviews

User Interviews believes that successful companies prioritize customer needs through user research. They facilitate these conversations by specializing in participant recruitment and management, enabling companies to discover user insights. They work with numerous organizations, including Atlassian, Amazon, and Spotify.

Why Join Us

User Interviews is a fully remote company that prioritizes maintaining strong connections among its distributed team members. They foster a culture of trust and ownership, where employees are supported but also empowered to manage their work independently. The team values continuous improvement and actively seeks feedback from users and colleagues.

Responsibilities

  • Manage all assigned support tickets.
  • Collaborate with Project Coordinators on escalated support issues.
  • Track insights, digest feedback, and identify potential improvements to the user experience.
  • Own and develop processes for customer satisfaction.
  • Manage incentive payments.
  • Manage account reviews to maintain a healthy participant and researcher base.
  • Update support pages with new product updates and processes.
  • Assist with live chat support as needed.
  • Provide coverage on holidays on a volunteer basis.

Working Schedule

  • Monday through Friday, 9 AM - 5 PM (ET or CT).

What We're Looking For

  • A self-starter with a positive attitude.
  • A team player with a passion for supporting people.
  • Empathy for users and a drive to go above and beyond.
  • Ability to thrive in a fast-paced, dynamic startup environment.
  • Strong organizational and thoughtful approach.
  • Enjoyment of problem-solving.

Requirements

  • 1 year of experience in a customer-facing support role.
  • Experience providing support in written formats (email, live chat, etc.).
  • Experience handling a high volume of customer support tickets and chats.
  • Experience or working knowledge of Zendesk is a plus.
  • Enthusiasm for owning a role within a growing company.
  • Strong problem-solving skills and comfort with ambiguity.
  • Bachelor's Degree is preferred but not required.
  • Candidates must have a United States address and be authorized to work in the United States without visa sponsorship.

Benefits

  • Competitive hourly rate of $22/hr.
  • Annual performance-based bonus compensation.
  • Equity options.
  • 100% premium covered medical & dental for employees.
  • Annual membership to One Medical Group & Talkspace.
  • 4 weeks of PTO to start, with accrual.

Skills

Customer Support
Ticketing System
Communication
Problem-Solving
User Research

User Interviews

Connects businesses with research participants

About User Interviews

User Interviews connects businesses with participants for user research, simplifying the recruitment process for product testing, surveys, and interviews. The platform features over 350,000 vetted participants, allowing clients like product managers and UX researchers to find suitable candidates quickly. It operates on a pay-per-use model, where clients only pay for completed sessions, making it a more affordable option compared to traditional methods. Users can customize their search using tags and filters based on profession, geography, and demographics. Additionally, the Research Hub helps manage research activities by tracking participant history and automating communication, which is beneficial for ongoing research needs. The goal of User Interviews is to streamline the user research process, enabling businesses to gather insights and make informed product decisions.

New York City, New YorkHeadquarters
2015Year Founded
$42.3MTotal Funding
SERIES_BCompany Stage
Data & Analytics, EducationIndustries
201-500Employees

Benefits

Health Insurance
Dental Insurance
401(k) Company Match
Unlimited Paid Time Off
Flexible Work Hours
Remote Work Options
Paid Vacation
Paid Sick Leave
Paid Holidays
Hybrid Work Options
Stock Options
Company Equity
401(k) Retirement Plan
Performance Bonus
Professional Development Budget
Wellness Program
Mental Health Support
Home Office Stipend
Phone/Internet Stipend
Annual Company Retreat

Risks

Competition from Buzzback's new platform may attract clients away from User Interviews.
AI integration with Maze may face challenges if technologies don't meet expectations.
Privacy compliance issues could arise if opt-in forms don't meet regulations.

Differentiation

User Interviews offers a large pool of 2.4 million vetted participants.
The platform provides customizable recruitment tools for targeted participant selection.
User Interviews integrates with popular tools like Microsoft Outlook for streamlined workflows.

Upsides

Increased demand for remote research tools boosts User Interviews' market potential.
Growing interest in AI-driven recruitment enhances User Interviews' platform capabilities.
Expansion of UX research budgets offers more opportunities for market capture.

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