Researcher Support Manager

Job Description

At a Glance

Us: Fast growing startup of 90+ people. Remote team, mainly based in the UK. YC alumni (summer 2019). Our mission is to revolutionise how the world learns about people, so people can revolutionise the world.🚀

The Role

As a Researcher Support Manager, you'll work to support the continuous learning and development of your team.

You'll ensure the continuous learning and development of the Researcher Support Team and help set and maintain high standards of customer support for our users.

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 coaching and training material.

What you'll be doing

• Meeting with your direct reports on a weekly basis to provide feedback on their performance, and identify areas of growth.
• Using data to assess the performance of your team and working with them to hit our performance targets.
• Conducting quality assurance, to evaluate the standard of customer service we're providing and provide feedback to the team.
• 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 support tickets, where no established process exists.

What you’ll bring

• Experience of working in a high scaling startup customer support function
• Strong experience in building and managing teams
• Best practices in delivering support through Zendesk

Even better if you have

• Experience and knowledge of the Academic, and AI markets
• Data analysis skills
• International and 24/7 support models
• Experience of automation and AI for support

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 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 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 Pro when you start, plus a £200 yearly top-up.

📚 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.