About the role
UK or EMEA | Fully remote ๐
About Optimal
At Optimal, we build powerful research tools that help teams make data-driven decisions. We're looking for a Customer Support Specialist to be the first line of support for our customers; resolving issues, guiding users, and coordinating our participant recruitment service with customers and third-party providers.
What you will do:
* Handle inbound support inquiries via Intercom * Drive our participant recruitment workflows; reviewing studies, monitoring progress and quality, and resolving recruitment issues * Troubleshoot user issues and identify bugs or usability concerns * Collaborate with Product and Success teams to improve the customer journey * Help maintain and evolve internal and external documentation * Suggest and implement process improvements, including enhancements to our AI agent, to increase efficiency and improve the customer experience
What success looks like:
* Customers consistently receive fast, friendly, and accurate support, reflected in high customer satisfaction scores and positive feedback * Participant recruitment runs smoothly and efficiently, with studies filled on time and to quality expectations * Support issues are resolved quickly, with bugs or patterns escalated appropriately to Product * Internal and external documentation is clear, up-to-date, and contributes to self-service success * AI and automation are leveraged effectively, helping reduce manual load and improve resolution time
What you'll bring:
* 2+ years in a Customer Support role, ideally SaaS/tech * Able to manage a high volume of information and juggle multiple priorities at once * Self-starter, comfortable working remotely and asynchronously * Excellent written English * Familiarity with Intercom, Slack, Notion, Google Workspace * Strong judgment, empathetic and solutions-oriented * Experience with third-party service providers
What's in it for you:
* Competitive salary that reflects your skills and experience, plus an opportunity to join our Employee Share Option Plan (ESOP) to help you benefit from the long-term success of the company * Annual wellbeing allowance and support * Generous annual learning and development support * Home office set-up support * 4 weeks annual leave plus an additional day off on your birthday * Opportunities for professional growth and development * Flexible, remote working (this role can be based in the UK or EMEA)
If this sounds like a role that excites you, apply today. We'll be interviewing as applications come in.
Originally posted on Himalayas