Prolific - Participant Support Advisor
Requirements
• Experience operating at a senior level within a fast-paced support team, ideally at a SaaS or tech company, demonstrating ownership of complex issues, mentoring or supporting colleagues, and driving operational improvements. • 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, spotting opportunities for improvement, and taking ownership of solutions rather than waiting for direction. • Experience working on cross-functional projects or initiatives that improve customer experience, support operations, or internal processes • Confidence working autonomously, making sound decisions, managing competing priorities, and performing effectively in a fast-changing environment. • Comfortable navigating multiple systems and tools simultaneously, including ticketing platforms (we use Intercom), internal admin tools, and knowledge bases • A high bar for quality, taking ownership of your work and earning trust through consistently delivering to an excellent standard
Responsibilities
• Deliver outstanding support to Prolific's participant community, consistently handling a high volume of tickets while maintaining speed, accuracy, and empathy. • Investigate and resolve complex participant issues, including account and payment-related queries, reviewing account holds and escalating technical or systemic issues where appropriate. • Act as a trusted point of expertise within the support team, sharing knowledge, supporting teammates, and helping raise the overall quality of support. • Identify recurring customer pain points and operational inefficiencies, proactively driving improvements that enhance the participant experience and reduce support tickets. • Collaborate with internal teams to advocate for participants, share insights, and help influence product and policy improvements. • Maintain deep expertise across Prolific's systems, policies, and features to provide accurate, up-to-date guidance and support. • Take ownership of delegated workstreams and operational initiatives, delivering them to a high standard with minimal oversight. • Champion continuous improvement by improving documentation, refining processes, and helping the support team scale effectively. • Experience as a prolific participant or a strong understanding of the challenges and motivations of people taking part in online research • Experience working in a marketplace environment, supporting and balancing the needs of different user types • An analytical mindset, using data and customer insights to identify trends, inform decisions, and improve support operations • An interest in AI, online research, ethical data collection, or the fair and ethical treatment of research participants
Benefits
• We've built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high-quality, ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems. • We believe that the next leap in AI capabilities won't come solely from scaling existing models but from integrating diverse human perspectives and behaviors into AI development. By providing this crucial human data infrastructure, Prolific is positioning itself at the forefront of the next wave of AI innovation—one that reflects the breadth and the best of humanity. • Working for us will place you at the forefront of AI innovation, providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary, benefits, and remote working within our impactful, mission-driven culture. • Links to more information on Prolific • External Handbook • By submitting your application, you agree that Prolific may collect your personal data for recruiting and global organization planning. Prolific's Candidate Privacy Notice explains what personal information Prolific may process, and where Prolific may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Prolific's use of your personal information.
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