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Support & Success Specialist (x2)

2 months, 4 weeks ago
Mexico, Brazil
Contract
Junior
Customer Support
Quality Assurance and Testing
HubSpot JIRA Trello
Apply Now
Pulse Labs

Pulse Labs

Pulse Labs revolutionizes UX research with authentic consumer data and cutting-edge technology, empowering decision-making with data-driven solutions for voice technology and behavioral tracking.

IT Services
11-50
Founded 2017
$3M raised
View All Jobs 3

Description

  • 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 to support seamless operations.
  • Suggest automation and self-service improvements.

Requirements

  • 2+ years of experience in customer support, panelist support, video QA, or a related role.
  • Experience providing end-user technical support is required.
  • Familiarity with CRM or ticketing systems, with HubSpot preferred.
  • Strong attention to detail for audio and video review.
  • Excellent written and spoken English.
  • Ability to manage multiple priorities and deadlines.

Interested in this position?

Apply directly on the company website

Apply Now

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