About this role
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