Platform Enablement Consultant (SaaS Consumer Insights Platform)

quantilope • New York, NY

3d

About The Position

The Platform Enablement Consultant is part of the Global Research Enablement team and supports quantilope’s “Do It with quinn” (DIQ) self-serve ecosystem, where clients conduct consumer research with quinn, an AI research partner. The role provides technical support and troubleshooting, manages complex escalations, and reviews AI-generated outputs to help ensure research is executed smoothly and accurately. It also serves as a bridge between clients and Product, communicating issues and feedback that can inform platform improvements.

The consultant helps customers use the platform independently by explaining its capabilities and providing practical guidance. The role also investigates support trends and client friction points, and recommends workflow and product enhancements. The position is suited to a technically adept, analytical communicator with an understanding of market research and survey mechanics who can critically assess AI-generated work in a fast-paced SaaS environment.

Requirements

• Deep technical aptitude, strong analytical skills, and ability to investigate complex software issues.
• Solid understanding of market research fundamentals and survey-flow mechanics, including question routing, skip patterns, piping, quota definitions, and screening criteria.
• Ability to use AI tools effectively and identify hallucinations, misstatements, and logic gaps in AI-generated outputs.
• Ability to explain technical issues, bug investigations, and survey workflows clearly to clients and internal engineering teams.
• Service- and education-minded approach to customer interactions.
• Ability to thrive in a fast-paced SaaS environment and improve support workflows, knowledge-base resources, and customer-success metrics.
• Degree in Information Systems, Business, a related analytical field, or equivalent practical experience in technical support, SaaS enablement, or market research operations.

Responsibilities

• Manage and resolve complex escalations from users or quinn using the platform, ticketing systems, and AI tools.
• Act as a bridge between users and the Product team.
• Investigate unexpected platform behavior and determine whether issues stem from software bugs, user error, or flawed survey logic.
• Coordinate with Product to drive timely resolutions to technical and research-flow issues.
• Review quinn-generated outputs for technical precision, hallucinations, data inconsistencies, and logic gaps in questionnaire designs.
• Educate and train customers on platform capabilities so they can build and run research independently.
• Learn the evolving platform and provide feedback to support product development.
• Analyze support queue trends, recommend workflow optimizations, and capture client friction points to advocate for platform enhancements.

Benefits

• Flexible PTO and flexible working hours.
• Remote or hybrid work opportunities and the opportunity to work abroad for up to six weeks per year.
• Dedicated learning budget and company-wide workshops.
• Health, dental, and vision benefits.
• Support from certified mental health first aiders.
• Quantiwell global mental health days twice a year.
• 401(k) program with a 3.5% annual match.
• Team offsites, summer parties, and holiday parties.

What This Job Offers

• Job Type: Full-time