Support Consultant

Support Consultant

Support

$55,000-65,000 + Share Options

Prolific

Prolific is not just another player in the AI space – we are the architects of the human data infrastructure that's reshaping the landscape of AI development. In a world where foundational AI technologies are increasingly commoditized, it's the quality and diversity of human-generated data that truly differentiates products and models.

The role

As a Support Consultant in the Strategic & Partnerships Support Team, you will provide exceptional technical support to our strategic customers, partners, and the broader Prolific customer base. You’ll be our first New York based Support hire, working closely with Customer Success, Support, and Engineering teams to ensure seamless resolution of complex technical issues.

Your role includes troubleshooting technical queries, offering guidance on complex use cases and API best practices, delivering personalized support, and relaying customer feedback to key internal stakeholders.

This is a hybrid role in our New York office, working hours 9am - 6pm (EST)

What you’ll be doing in the role

• Providing exceptional technical support to strategic customers and partners, addressing their unique needs and complex queries with a sense of urgency
• Acting as a point of contact for technical and API queries from Prolific’s strategic customers and partners
• Providing 2nd line support for customer-facing teams to help troubleshoot and solve complex technical problems for the broader customer base
• Responding to queries through our internal help desk, and be prepared to assist via calls, video chats, and other communication channels as needed
• Continuously update your knowledge of our products and services to serve as a reliable consultant for our strategic customers, partners, and customer-facing teams
• Maintaining clear, regular communication with customers, offering updates on issue status and ensuring compliance with Service Level Agreements (SLAs)
• Gathering and relay customer feedback to key stakeholders, collaborating with our product and engineering teams to troubleshoot issues, define solutions, and monitor their impact

What you’ll bring to the role

• Technical Skills: Demonstrated experience in providing exceptional technical support to SaaS and B2B customers, understanding their unique needs and providing tailored support solutions.Technical acumen, including familiarity with APIs and technical troubleshooting skills
• Collaboration: Ability to build and maintain strong relationships with internal and external stakeholders
• Adaptability: Comfort with context-switching, managing multiple communication channels, and quickly learning new technologies
• Data: Strong analytical skills and proactive initiative to anticipate customer needs, addressing potential issues before they arise
• Customer Focused: Dedicated to consistently surpassing customer expectations while ensuring effective collaboration with internal teams
• Accountability: Demonstrated ability to act with urgency, adhere to SLAs, and proactively raise issues to ensure timely and effective resolution

Why Prolific is a great place to work

We've built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high-quality, ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems.

We believe that the next leap in AI capabilities won't come solely from scaling existing models, but from integrating diverse human perspectives and behaviors into AI development. By providing this crucial human data infrastructure, Prolific is positioning itself at the forefront of the next wave of AI innovation – one that reflects the breath and the best of humanity.

Working for us will place you at the forefront of AI innovation, providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary, benefits, and remote working within our impactful, mission-driven culture.

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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 use of your personal information.