Employer: User Interviews
Why Join Us
User Interviews is a fully remote team (even in the before times). We are proactive about staying connected to one another despite not sharing the same physical space. Remote culture is real and we care about it—a lot.
We’re a team of doers. You’ll be fully supported by your manager and team, but there won’t be anyone peering over your shoulder. You’ll be expected and trusted to take ownership of your work, and to communicate clearly and transparently with your distributed teammates.
On a related note, we’re very pro-feedback. From our users, of course. But also from each other. From individual contributors right up to the CEO, this is a team that is genuinely committed to continuous improvement.
About User Interviews
At User Interviews, we believe that the best companies in the world consistently deliver products and experiences that their customers love. We also believe that the only way to consistently build those products and experiences is to talk to your customers. Watch what they do. Understand why they do what they do. Figure out why they do things that seem irrational. And once you’ve done that once, do it again. Start having constant conversations. In short, make customers your #1 priority through user research.
That’s why we exist. We help teams set up those conversations, allowing them to discover and embrace user insights. We currently do that by making it fast and easy to talk to customers, or potential customers, to help with product, design, or marketing decisions. We work with hundreds of companies every month, including user-centric organizations like Atlassian, Amazon, and Spotify.
What you’ll do
As a Support Specialist, you’ll be the true advocate for our users. You’ll answer all support questions that come through our ticketing system, which will include topics such as how to use our product, how to participate, where to locate participant incentive payments, research study participation issues, etc. You’ll be the expert in the user experience and be able to identify where any gaps are in that experience.
Job Description:
Remote role; candidates must be located in the United States.
Responsibilities
- Manage all support tickets
- Collaborate with Project Coordinator’s 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
Minimum Qualifications
- 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
- Working schedule: Tuesday- Saturday 9AM-5PM (in your timezone)
- Candidates must be located in the United States and authorized to work without any Visa sponsorship.
What does success looks like?
- Self-starter with a positive attitude
- Always a team player
- Likes people and has a heart for support
- Empathy for our users and desire to go above and beyond
- Thrives in a fast-paced, always changing startup environment
- Organized and thoughtful
- Enjoys problem-solving
Bonus points
- Experience in User Research
Benefits
- Salary, starting at 42K+
- 100% premium covered medical + dental employee coverage
- Annual membership to One Medical Group & Talkspace
- 401k + employer contribution
- 4 weeks of PTO to start + accrue an additional day per year of employment
- Unlimited wellness days – Sick? Doctors appointment? Mental health day? We’ve got you covered.
- Flexible, paid parental leave
- Stock options for every employee
- $250 Office setup budget
- $50/month Work From Home stipend
- Annual learning & development stipend
- Performance-based incentive plans
- Awards for 360-degree recognition, work anniversaries, & birthdays
- 1-2 team retreats per year (virtual and in-person options)