Support & Success Specialist
Mexico. BrazilContractMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- JiraHubSpot
Requirements
- Experience providing end-user technical support
- 2+ years experience in customer or panelist support, video QA, or related roles
- Familiarity with CRM/ticketing systems (HubSpot preferred)
- Strong attention to detail for audio/video review
- Excellent written and spoken English
- Ability to manage multiple priorities and deadlines
Responsibilities
- Monitor and manage incoming support tickets via HubSpot.
- Serve as the primary point of contact for panelists with prompt, professional communication.
- Troubleshoot issues, escalate complex cases, and ensure timely resolution.
- Document all interactions in HubSpot and identify trends to improve panelist experience.
- Review user-submitted video content for clarity, accuracy, and adherence to guidelines.
- Flag issues such as poor resolution, incomplete recordings, or misaligned audio/video.
- Ensure submissions meet accessibility and research standards before approval.
- Log issues in JIRA/Trello and collaborate with UX Operations on resolutions.
- Refine video quality standards and support processes.
- Partner with UX researchers and TechOps for seamless operations.
- Suggest automation and self-service improvements.
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