Customer Support Representative - Research

Job Description

At a Glance

Us: Fast-growing startup of 100+ people. We are a remote-first team, mainly based in the UK. YC alumni (summer 2019) and Series A funding of 32$m in 2023. Our mission is to revolutionise how the world learns about people, so people can revolutionise the world.🚀

The Role

As a member of the Researcher Support Team, you'll be the first point of contact to help our researchers with anything from setting up their first study to mediating between researchers and participants. We'll give you all the training you need so you know precisely how Prolific works and can quickly fix any customer issues.

As you grow into the role, you'll have the opportunity to broaden your scope of work, including helping to maintain and improve our external and internal help centres and representing the voice of our researchers in company discussions.

What you'll be doing

• Providing online, or telephone customer service to researchers between 12 and 9pm everyday
• Handling Zendesk, Jira, and our internal admin ticketing system to solve issues by being direct, honest, and empathic
• Using insights gained through experience and interactions with other teams to contribute towards any platform improvements
• Optimising internal support processes, e.g., suggesting changes to policies, or systems to help Prolific provide higher quality and more efficient customer support
• Acquiring an understanding of the academic research space, what’s important to researchers in running online studies, and how Prolific can help

What you’ll bring

• You care deeply about providing a delightful and memorable customer support experience.
• You have flawless written English and can explain complex problems in a simple way.
• You enjoy getting stuck on tricky problems and seeing them through to a solution.
• You’re super organised and able to effectively balance a range of ongoing tasks.
• You’re self-motivated and able to work autonomously in a remote setting.
• You’re comfortable working across multiple systems; this role will focus largely on Zendesk, Jira, and our internal admin systems (you'll receive training on them all).
• Experience working in customer support, customer services, or a customer help centre environment

Even better, if you have

• You have an interest in behavioural science, psychology, and/or scientific research and a desire to learn about the research space.
• Experience in running studies, or in academic research
• Experience of working remotely in the UK; unfortunately this role is not open to applicants outside of the UK

What you’ll get

⚖️ Work-Life Balance: We’re all looking to strike the right work-life balance, and as a remote-first company you’re able to work flexibly from your home in the UK or our dog-friendly co-working space in Shoreditch. We offer 25 days of annual leave plus bank holidays of course, which you can switch with any day of your choosing. We also have adjusted hours where the whole company finishes 2 hours earlier on Fridays.

🏡 Family Life: We offer generous maternity, paternity and shared parental leave. Need to pick your child up from school? No Problem. Our flexible working gives you the childcare flexibility you need.

💰 Pension: We offer a salary sacrifice pension with a 3% starting employer contribution.

📈 Share Options: An exciting option to buy shares of Prolific in the future.

🧘 Wellbeing: We care deeply about our employees well-being, that’s why we offer comprehensive Bupa & Medicash private health insurance, that disregards medical history. Taxable monthly stipend of £150 in order for you to improve your wellness and remote experience. We want you to have a happy and healthy environment so we offer a £1000 home office budget, along with a Apple MacBook when you start, plus a £200 yearly top-up.

⚰️ Death-in-service: We offer a death-in-service benefit that would pay out 4x of your annual salary.

📚 Learn & Grow: Development is important to us, and we want to give all our employees the opportunity to learn. There are many personal growth and career progression opportunities available, as well as mentoring. We also offer a £1000 yearly budget for education, growth and training for you to use at your discretion.

💙 Culture: We’re a friendly bunch here at Prolific; open, transparent and inclusive. Although we’re a remote first company we still love to hang out with each other! We run collaborative quarterly company-wide meets up and team socials (both virtually and in-person), all paid for. Alongside this we offer a £1000 yearly budget for discretionary meet-ups so you can cover travel, food and accommodation. As a business we’re also committed to carbon offsetting; each month we donate money in your name to plant trees 🌳 and being remote we’re doing our bit to offset travel too

Our Interview Process

Talent Call: You'll meet with one of our Talent team and have an exploratory call about the role requirements, life at Prolific, as well as your background and aspirations.

Hiring Manager Interview: You'll interview with two members of the team, one of which will be the hiring manager. You'll have the opportunity to ask about the company and the role, and we'll ask you questions about your experiences and goals. Panel Interview: We'll hold a panel interview that evaluates skills required for the role. You'll meet with more of our team and may be asked to complete a presentation or task. You'll be compensated with a £50 voucher 💰 for completing the task because we know your time is valuable! Final Interview: We will deep dive into your past experiences, goals, motivations, and skills all aligned to our Prolific Principles. 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.

Diversity, Equity and Inclusion Monitoring

Prolific is an equal opportunity employer. We celebrate diversity and are committed to fostering diversity, equity and inclusion in the workplace. We welcome all applications, and consider them without regard to race, religion, belief, age, gender, gender expression, gender identity, gender reassignment, disability, marriage or civil partnership status, pregnancy or maternity, sex or sexual orientation.

We are committed to ensuring a fair recruitment process, it's essential to our success. Under the Equality Act (2010) we collect information from individuals at the point of application. We anonymously monitor the profiles of individuals that apply to each vacancy to ensure that no individual is unfairly discriminated against or disadvantaged.

Privacy Statement

By submitting your application, you agree that Prolific may collect your personal data for recruiting and global organisation planning. Prolific's Candidate Privacy Notice explains what personal information Prolific may process, where Prolific may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Prolific’s use of your personal information.