Support Specialist I

Summary

Join User Interviews, a fully remote company with a strong emphasis on teamwork and continuous improvement, as a Support Specialist. You will be the primary point of contact for user support, managing tickets, collaborating with colleagues, and identifying areas for improvement. This role requires experience in customer-facing support, strong problem-solving skills, and the ability to thrive in a fast-paced environment. User Interviews offers a comprehensive benefits package including competitive pay, health insurance, paid time off, and various perks. The ideal candidate is a self-starter, team player, and empathetic individual passionate about providing exceptional user support. We are committed to diversity and inclusion and welcome applicants from all backgrounds.

Requirements

• 1 year of experience in a customer-facing support role
• Experience providing support in a written format (email, live chat, etc.)
• Experience responding to customer support tickets & chats with a high volume
• Excited about the prospect of owning a role within a growing company
• Strong problem-solving skills and comfortable with ambiguity
• Candidates must have a United States address and be authorized to work without any Visa sponsorship

Responsibilities

• Manage all support tickets
• Collaborate with Project Coordinators on escalated support issues
• Track insights, digest feedback, and identify potential improvements to our users experience
• Own and develop processes for customer satisfaction
• Manage incentive payments
• Manage account reviews, helping to keep our participant & researcher base healthy
• Update support pages according to new product updates/processes that are released
• Assist with live chat support when necessary
• Coverage on holidays, on a volunteer basis

Preferred Qualifications

• Experience/working knowledge of Zendesk is a plus!
• Bachelor's Degree Preferred but not required

Benefits

• Hourly pay rate: $22/hr
• Annual performance based bonus compensation
• Equity options
• 100% premium covered medical & dental employee coverage
• Annual membership to One Medical Group & Talkspace
• 4 weeks of PTO to start + accrue an additional day each year
• Unlimited wellness days. Sick? Doctors appointment? Mental health day? We’ve got you covered
• Flexible, paid parental leave
• 401k with $200/month employer contribution
• $250 office setup stipend (in addition to computer provided)
• $50/month work from home stipend
• Awards for 360-degree recognition, work anniversaries, & birthdays
• $250 annual L&D stipend
• Annual company retreat