Support & Success Specialist
New
P
Pulse Labs AI, Inc.UX Research
Mexico. Brazil. IndiaContractMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- JiraTechnical supportCRMCustomer supportHubSpot
Requirements
- Bachelor's degree or equivalent practical experience.
- 2+ years of experience in customer or panelist support, video QA, or a related role.
- Experience providing end-user technical support.
- Familiarity with CRM and ticketing systems (HubSpot preferred).
- Strong attention to detail for audio and video review.
- Excellent written and spoken English.
- Ability to manage multiple priorities and deadlines in a fast-paced environment.
- Familiarity with JIRA, Trello, or similar project management and issue-tracking tools.
- Experience identifying and implementing process improvements or automation.
Responsibilities
- Monitor and manage incoming support tickets via HubSpot, serving as the primary point of contact for panelists.
- Troubleshoot issues, escalate complex cases, and ensure timely resolution.
- Document all interactions in HubSpot and identify trends to inform improvements.
- Review user-submitted video content for clarity, accuracy, and adherence to guidelines.
- Flag technical issues such as poor resolution or misaligned audio and video.
- Log issues in JIRA or Trello and collaborate with UX Operations on resolutions.
- Contribute to refining video quality standards and support processes.
- Identify and recommend opportunities for automation and self-service improvements.
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