Customer Support Specialist

Eastern Time Zone /
Customer Success /
Full-time
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 researchers and 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

    • Offer responsive support to our researchers and participants via Intercom
    • Address all support inquiries within our established identified performance metrics for response times
    • Be the main point of contact to researchers and participants with the goal to increase our engagement and setting proper customer expectations within Respondents marketplace  
    • Offer proactive support to contribute to the researcher and participant knowledge database
    • Collaborate with support and other Customer Success team members to evolve the customer experience
    • Identify product feature requests to submit to the product team based on customer feedback; Be the voice of our customer!
    • Support internal teams with billing and payment inquiries

Who are you?

    • You have at least 2-4 years of customer support experience within the SAAS industry
    • You have a proven track record of meeting or exceeding performance metrics when it comes to response times
    • You understand the value of Key Performance Indicators (KPI’s) and you are motivated to have your success measured by them
    • You work well with deadlines and understand that prompt, thorough and accurate responses contribute to the overall success of providing superior customer experience
    • Able to communicate clearly and effectively with our customers via phone, chat, and email
    • You are always researching to improve process and current workflows contributing to the success of Respondent’s support team
We are looking for someone who matches our level of joy for the work we do, brings something new to the team, and elevates our game.
Our values are: Always Researching, Ownership, Active Honesty, and Thriving Together. Read more about them here.
We encourage those who are underrepresented in technology companies to apply!

Benefits

We believe people do their best work when they are healthy and happy.
🌟 Purpose: Be part of a team that is building a new category marketplace that will change how we conduct research forever 
🌏 Work anywhere, live your life: Join us anywhere in the world as part of a fully distributed team. No commuting! We give you the freedom and flexibility to work when you want, and where you want!
💎 Transparent and inclusive: Work in an environment with high trust, transparency, and autonomy
🚀 Growth opportunities: You're joining at a great time and if you can keep up, you will have the opportunity to grow at the same rate as the company. We will do everything humanly in supporting you to get there.
👩‍⚕️High-quality medical care 
💰Competitive salary & Stock options
🤓 A structured remote onboarding process and continuous training with a supportive team 
🎨 Monthly Stipends for Learning & Development, Health & Wellness, and Family/Kids/Pets
🏖 Four weeks of flexible paid vacation per year (need a bit more for religious or country holidays--no problem!)
🏡 12 paid holidays per year
👶 Parental leave - 12 weeks fully paid with an additional optional 4 weeks unpaid
🌈 Company retreats for teammates to get to know one another in person (recent locations pre-Covid include New Orleans, San Antonio, and Wickenburg)!


Respondent is an equal opportunity employer

We understand it takes a diverse team of highly intelligent, passionate, curious, and creative people to solve the challenges involved in Respondent's long term success. Our dynamic team members have incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace and encourage candidates from underrepresented backgrounds to apply.