Support & Success Specialist (x2)

Description

Summary: Seeking customer-focused professionals to provide panelist support, manage tickets, and review user-submitted video content for quality and adherence to guidelines. Highlights: 1. Excel in problem-solving and thrive in a fast-paced environment 2. Passionate about exceptional service and video quality assurance 3. Collaborate with UX researchers and TechOps for seamless operations **This is a 100% remote role contract role.** We are seeking detail\-oriented, customer\-focused professionals who excel in problem\-solving and thrive in a fast\-paced environment. If you are passionate about exceptional service, video quality assurance, and collaborative teamwork, this role is for you. **Key Responsibilities:** Panelist Support \& Ticket Management * 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. Video Quality Review \& Validation * 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. Process Improvement \& Collaboration * Refine video quality standards and support processes. * Partner with UX researchers and TechOps for seamless operations. * Suggest automation and self\-service improvements. **Requirements** * Experience providing end\-user technical support is required. * 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.