Participant Support Representative

Remote-first

Fully flexible hours

Dog friendly

At a Glance

Us: Fast growing startup of 80+ people. Remote team, mainly based in the UK. YC alumni (summer 2019). We’re on a mission to connect people around the world to make trustworthy data more accessible and facilitate world-changing research 🚀

Salary: £25,000 per annum

Hours of Work: 12pm - 9pm

The Role

As a member of the Participant Support Team, you'll be the first point of contact to help participants, from troubleshooting any studies they are taking to mediating between participants and researchers.

We'll give you all the training you need, so you know exactly how Prolific works and can quickly fix any issues customers' are having.

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 help centre, and representing the voice of participants in company discussions.

At Prolific you'll also have opportunities to learn about the startup ecosystem.

Please note: Applicants must be UK residents and have the right to work in the UK.

The details of the application process can be found below.

If you're interested in joining the team, but wouldn't be able to start until later in the year, please submit an application and let us know when the earliest you could start would be.

What you'll be doing

  • Providing delightful customer support to study participants, by being direct, honest and empathising with any issues they encounter.
  • Using insights gained through support experience and interactions with other teams to contribute towards 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 participants when taking part in online studies, and how Prolific can help.

What you’ll bring

  • Care deeply about providing a delightful and memorable customer support experience.
  • Have flawless written English and can explain complex problems in a simple way.
  • Enjoy getting stuck in to tricky problems and seeing them through to solution.
  • Are super organised and able to effectively balance a range of ongoing tasks.
  • Are self-motivated and able to work autonomously in a remote setting.
  • Are 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).

Even better if you have

  • Experience of working in customer support.
  • Experience of working remotely.

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 home or our dog-friendly co-working space in Old Street. We offer 25 days of holiday, plus bank holidays of course, which you can opt out of if you’d like. We also offer summer hours, with early finish Fridays throughout June to August.

🏡 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.

🧘 Wellbeing: We care deeply about our employee's well-being and that’s why we offer comprehensive Bupa private health insurance that disregards medical history and also Medicash (a health cash plan). We also offer a taxable monthly stipend of £150 that you can spend on whatever improves your wellness and remote working experience. Having a healthy working environment is really important to us and so we offer a £1,000 home office budget, along with a Mac laptop when you start - plus a £200 yearly top-up.

📚 Learn & Grow: Development is really important to us and we want to give all of our employees the opportunity to learn and grow. There are many personal growth and career progression opportunities available, as well as mentoring. And we also offer a £1,000 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) and it’s all paid for by us. Alongside this, we offer a £1,000 yearly team meet-up budget for discretionary meet-ups so that 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 as well.

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.

Apply now

Remote-first

Fully flexible hours

Dog friendly