Customer Support and Fulfilment Executive (US)
About The Position
Askable is seeking a dedicated and ambitious Customer Support professional to join their Recruitment & Fulfilment team. This role involves not only answering client and participant questions but also actively ensuring research studies are matched with the right participants. The successful candidate will collaborate with the Participant Delivery Lead, approving studies, conducting feasibility checks, monitoring live projects, and proactively addressing potential risks. The Customer Success and Support team is crucial to Askable's operations, providing essential support and guidance to clients and participants.
Requirements
- At least 3 years of experience in a customer support or similar role.
- Excellent written and verbal communication skills.
- Organized multitasker, capable of managing priorities in a fast-paced environment.
- Tech-savvy with familiarity with CRMs, Spreadsheets, Slack, and Notion.
Nice To Haves
- Experience working in a tech/software company.
- Familiarity with UX research workflows or participant platforms.
Responsibilities
- Act as the first line of support for clients, researchers, and participants, troubleshooting issues and providing exceptional experiences.
- Review new projects, check screeners, incentives, and quotas, and identify potential risks or ethical concerns before study launch.
- Conduct feasibility checks to quickly and accurately answer recruitment capability questions, suggesting alternatives when necessary.
- Monitor live dashboards and batch campaigns, and intervene to support lagging studies.
- Utilize Meta and LinkedIn platforms to engage with niche audiences, post content, and promote recruitment efforts for hard-to-fill studies.
- Ensure participants feel respected and safe, and immediately escalate any welfare concerns.
- Assist with live chat and email support during peak times to maintain high first-response times and customer satisfaction.
- Contribute to process improvement by updating guides, FAQs, and playbooks, documenting new tools, and sharing insights.
Benefits
- Askable Days: a bonus paid day off every month
- Other perks to be discussed during the interview process.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
