Participant Support Manager

Prolific | London (Remote)
Flexible hours
Various work from home options
Dog friendly
Employment type
Full time
Competitive Salary

The Interview Process

Initial Interviews w/c 4th October- You'll have a 30 minute video interview with one member of the team where you'll have the opportunity to ask about the company and the role, and we'll ask you questions about your experiences and goals.

Assignment stage w/c 11th October - There will be a 2 hour assignment that evaluates skills required for the role. You'll be compensated with a £50 voucher for completing the task because we know your time is valuable!

Final Interview w/c 25th October- The final stage is a 2 hour interview where we'll deep dive into your past experiences, goals, motivations, and skills. You'll speak with two to three members of the team and - as always - have an opportunity to ask questions about the role and company.

If your experience doesn't tick all the boxes but you are passionate about joining us, you should definitely apply! We look for people who share our values and can add to our open, transparent, and inclusive culture.

What We Offer:

Flexible working: You can work flexibly from home or from our dog-friendly co-working space.

£1000 home office budget and laptop when you start and a £200 yearly top-up budget.

33 days holiday per year (25 days + bank holidays, which you can switch with any day of your choosing).

Pension (employer contribution 3% of base salary).

Comprehensive private health insurance that disregards medical history.

Taxable stipend of £150 a month per person for wellness and improving your remote experience (co-working subscription, gym membership, lunches, etc.)

£1000 yearly budget for education, growth, and training.

£1000 yearly budget on discretionary meet-ups (travel, hotel, food, etc.)

Fun and collaborative quarterly company-wide meet-ups and team socials paid for by us.

Personal growth opportunities and career progression (e.g., learn about the startup ecosystem, mentoring from executive team, learn about psychological science and research methods).

Childcare flexibility: Need to pick your child up from school? No problem.

Generous maternity, paternity, and shared parental leave.

A company committed to carbon offsetting: we donate money in your name each month to plant trees and we offset travel as an organisation each year.

Open, transparent, and inclusive culture.

At A Glance

Us: Default alive startup of 70+ people. Remote team, mainly based in the UK. YC alumni. Building a web-based platform for behavioural research. £4.4M revenue in 2020, all driven by word-of-mouth.

We’re on a mission to connect people around the world to make trustworthy data more accessible and facilitate world-changing research.

You: A support manager who's passionate about developing people and providing fantastic customer service.

£32k - £36k

The Role

As Prolific's Participant Support Manager, you'll ensure the continuous learning and development of Prolific's Participant Support Team, while also striving to provide industry-leading support for all our Participants.

You'll meet with your team on a regular basis to deliver feedback on their performance, and set stretching goals as part of their development at Prolific. You'll also act as an escalation point for the trickiest support queries, where customer issues might fall between the gaps of established processes.

As you grow into the role, you'll use your experience to help support ad-hoc projects, including in areas like developing our coaching and training material.

You'll spend up to the first three months of the role learning our processes through helping customers directly, before transitioning to directly managing team members.

What You'll Be Doing:

Instilling a customer-first mentality and culture culture in your team, and sharing customer insights throughout the wider business.

Meeting with your team on a weekly basis to provide feedback on their performance, identify areas of growth, and helping them work towards stretching personal and professional development goals.

Using data to assess the performance of your team, and working with them to hit our expected productivity and quality targets.

Conducting Quality Assurance testing, to evaluate the standard of customer service we're providing.

Assisting with onboarding and training for new members of the team, while also feeding-in to developing the training material itself.

Acting as an escalation point for the trickiest customer queries, where no established process exists.

Minimum requirements

  • 1+ years of managing a team of customer support representatives remotely.
  • Experience using both qualitative and quantitative data to coach individuals to achieve stretching performance targets.
  • Strong communication skills, and experience of change-management in a fast-paced working environment.
  • Strong people skills and a supportive, but ambitious leadership style.

Nice to haves

  • Experience working in both small and large teams.
  • An understanding of how to develop a customer-centric culture.
  • Interest in Behavioural Science, Psychology and/or scientific research and a desire to learn about the research space.
Flexible hours
Various work from home options
Dog friendly