Support Specialist I (CT/ET)

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.