[Remote] Support Specialist I (India) at User Interviews

India

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

NoVisa

Technology, User Research, SaaSIndustries

Requirements

1 year of experience in a customer-facing support role
Experience providing support in a written format (email, live chat, etc.)
Experience responding to customer support tickets & chats with a high volume
Experience/working knowledge of Zendesk is a plus
Excited about the prospect of owning a role within a growing company
Strong problem-solving skills and comfortable with ambiguity
Bachelor's Degree Preferred but not required
Candidates must be located in India
Must be fluent in English (both written and verbal)
For interviews, must be available 9 am - 5 pm MST (9:30 pm - 5:30 am IST)
For onboarding, must be available 9 am - 5 pm EST (7:30 pm - 3:30 am IST)
Working Schedule: Monday through Friday 9:30pm - 5:30am IST OR 10:30pm - 6:30am IST

Responsibilities

Manage all assigned support tickets
Collaborate with Project Coordinators on escalated support issues
Track insights, digest feedback, and identify potential improvements to our users’ experience
Own and develop processes for customer satisfaction
Manage incentive payments
Manage account reviews, helping to keep our participant & researcher base healthy
Update support pages according to new product updates/processes that are released
Assist with live chat support when necessary
Coverage on holidays, on a volunteer basis

Skills

Key technologies and capabilities for this role

Customer SupportTicketing SystemsUser ResearchParticipant RecruitmentProduct SupportCommunication

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, User Interviews is a fully remote team and always has been, with a strong emphasis on remote culture and staying connected despite not sharing physical space.

What is the working schedule for this role?

The schedule is Monday through Friday, either 9:30pm - 5:30am IST or 10:30pm - 6:30am IST.

What skills or qualities are you looking for in a Support Specialist?

They seek a self-starter with a positive attitude, team player, someone who likes people and has a heart for support, empathy for users, and thrives in a fast-paced environment.

What is the company culture like at User Interviews?

It's a fully remote team of doers who take ownership, communicate transparently, thrive on feedback, and are committed to continuous improvement from individual contributors to the CEO.

What makes a strong candidate for this Support Specialist role?

A strong candidate is a self-starter who is empathetic, a team player with a positive attitude, passionate about user support, and able to thrive in a fast-paced remote environment while owning their work.

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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