Customer insights fuel successful products and services, but finding and interviewing the right people to uncover those insights is a time-consuming, expensive process that often results in researcher frustration.

Respondent connects researchers with high-quality participants, reducing research timelines from 4-6 weeks to days and shrinking costs by 90%+. You’ll be joining a team that is at the exciting forefront of creating a new category marketplace in the market research industry; we make business-changing insights available to researchers of all types — from in-house research teams at Airbnb and Microsoft looking to improve their products to startup founders hunting for the product market fit. Join us in empowering innovative researchers and knowledgeable participants to revolutionize their industries!

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