Support & Success Specialist (x2)

This is a 100% remote role contract role.

We are seeking detail-oriented, customer-focused professionals who excel in problem-solving and thrive in a fast-paced environment. If you are passionate about exceptional service, video quality assurance, and collaborative teamwork, this role is for you.

Key Responsibilities:

Panelist Support & Ticket Management

• 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.

Video Quality Review & Validation

• 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.

Process Improvement & Collaboration

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

Requirements

• Experience providing end-user technical support is required.

• 2+ years experience in customer or panelist support, video QA, or related roles.
• Familiarity with CRM/ticketing systems (HubSpot preferred).
• Strong attention to detail for audio/video review.
• Excellent written and spoken English.
• Ability to manage multiple priorities and deadlines.