Job Description
Customer Support Specialist
REMOTE, BASED IN PHILIPPINES
CUSTOMER SUPPORT
FULL-TIME
REMOTE
Customer insights are critical to building successful products and services. However, finding and interviewing the right people to uncover those insights is a time-consuming, expensive process that often results in researcher frustration.
Respondent is building a new category marketplace that connects researchers with high-quality participants. By reducing research timelines from 4-6 weeks to days and shrinking costs by 90%+, we make business-changing insights available to researchers of all types — from in-house research teams at Airbnb and Microsoft to startup founders hunting for product-market fit.
About the Role:
If you are passionate about providing best in class support and collaborating with teams internally to drive the direction of our product, this is the role for you. You will have an opportunity to be the voice of the customer across the company, identify ways to improve the experience of our research participants, and work with your peers to build out the resources our customers need to be successful. We are looking for someone who will be a relentless advocate for Respondent’s community and thrives in a results driven environment.
Areas you’ll work on
- Be the main point of contact, and increase engagement levels with Respondent’s marketplace
- Offer responsive support to research participants
- Offer proactive support by taking ownership of the knowledge base
- Work with team members to enhance and evolve the customer experience
- Advocate for users internally, using quantitative and qualitative data to support your position to influence the product roadmap
- Support internal teams and partners by handling billing/payment inquiries
Who are you?
- You have 3+ years of experience in a customer support role at an established customer-centric internet business
- You have experience responding to customer support tickets/chats with a high volume
- You have experience managing customer relationships with a focus on elevating the customer experience
- You understand the value of KPIs, and are motivated by having your success measured by them
- You work well with deadlines and understand that a prompt, thorough, and accurate response are contributing factors to an excellent experience
- You speak and write clearly and prioritize effective communication
- You are always researching better ways of doing things, implementing systems to ensure the outcomes of your tests are measurable, and working hard to improve in a continuous fashion