Customer Support Representative - $22.00 - $33.00 per hour

About the job

This role focuses on supporting members and clients while they use an online research platform. You’ll respond to inquiries, assist with troubleshooting, and help ensure smooth participation in interviews and qualitative research sessions.

The position involves close collaboration with internal teams to improve workflows, communication, and overall support quality.

Work schedules are flexible. Support coverage may occasionally include evenings or weekends, with weekday schedules adjusted accordingly.

What You’ll Do

• Assist members with troubleshooting issues encountered while using the platform.
• Provide clear, actionable guidance to help resolve technical or usage-related questions.
• Support live sessions by monitoring chat requests and assisting as needed.
• Represent the client in waiting rooms for interviews and focus groups.
• Confirm participant qualifications and device readiness prior to sessions.
• Moderate incoming qualitative research responses based on internal requests.
• Follow established communication, security, and procedural guidelines.
• Work with cross-functional teams to improve processes and support practices.

Qualifications

• Experience in a customer service or support role.
• Strong verbal and written communication skills.
• Comfort working in a fast-paced, changing environment.
• Proactive, organized, and detail-oriented approach to work.
• Problem-solving mindset with logical thinking skills.
• Ability to work collaboratively within a team environment.
• Comfort with flexible schedules, including occasional evening or weekend work.
• Computer proficiency, including tools such as Microsoft Excel or Google Drive.
• Familiarity with platforms like Salesforce or Zendesk is helpful.

Benefits

• Health, dental, and vision coverage
• 401(k) plan with immediate vesting
• Collaborative and supportive work environment
• Opportunity to contribute to a growing organization

Compensation

$45,000 - $69,000 / yr