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Participant Support Advisor
Location
United Kingdom
Posted
4 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Participant Support Advisor
Prolific
Role Description As a Participant Support Advisor at Prolific, you’ll play a key role in supporting the participants who power research on our platform. You’ll join our small, collaborative participant support team, delivering exceptional, empathetic support while helping us continuously improve and scale the participant experience. - Handle participant support tickets, using experience, judgment, and troubleshooting skills to investigate and resolve complex queries. - Manage a high volume of tickets while maintaining a high bar for quality, accuracy, and customer care. - Proactively identify trends, uncover recurring issues, and take ownership of improvements. - Act as a trusted point of expertise within the team, sharing knowledge and supporting colleagues. - Collaborate closely with internal teams to translate participant feedback into actionable insights. - Lead support-led initiatives that improve the participant experience and make operations more effective. - Work closely with the Participant Support Manager to shape how we scale support and improve processes. Qualifications - Experience operating at a senior level within a fast-paced support team, ideally at a SaaS or tech company. - Proven ability to manage a high volume of customer tickets while maintaining exceptional quality, accuracy, and customer satisfaction. - Excellent written communication skills, with the ability to explain complex issues clearly, professionally, and empathetically. - Strong troubleshooting and investigative skills, with experience collaborating with technical teams. - A proactive mindset, identifying recurring problems and taking ownership of solutions. - Experience working on cross-functional projects or initiatives that improve customer experience. - Confidence working autonomously and managing competing priorities in a fast-changing environment. - Comfortable navigating multiple systems and tools simultaneously, including ticketing platforms. - A high bar for quality, taking ownership of work and earning trust through consistent delivery. Requirements - Deliver outstanding support to Prolific's participant community. - Investigate and resolve complex participant issues, including account and payment-related queries. - Act as a trusted point of expertise within the support team. - Identify recurring customer pain points and operational inefficiencies. - Collaborate with internal teams to advocate for participants and influence product improvements. - Maintain deep expertise across Prolific's systems, policies, and features. - Take ownership of delegated workstreams and operational initiatives. - Champion continuous improvement by refining processes and documentation. Benefits - Competitive salary. - Remote working opportunities. - Impactful, mission-driven culture.
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