Customer Support Specialist

At Optimal, we build powerful research tools that help teams make data-driven decisions. We're looking for a Customer Support Specialist to be the first line of support for our customers; resolving issues, guiding users, and coordinating our participant recruitment service with customers and third-party providers.

What you will do

• Handle inbound support inquiries via Intercom
• Drive our participant recruitment workflows; reviewing studies, monitoring progress and quality, and resolving recruitment issues
• Troubleshoot user issues and identify bugs or usability concerns
• Collaborate with Product and Success teams to improve the customer journey
• Help maintain and evolve internal and external documentation
• Suggest and implement process improvements, including enhancements to our AI agent, to increase efficiency and improve the customer experience

What success looks like:

• Customers consistently receive fast, friendly, and accurate support, reflected in high customer satisfaction scores and positive feedback
• Participant recruitment runs smoothly and efficiently, with studies filled on time and to quality expectations
• Support issues are resolved quickly, with bugs or patterns escalated appropriately to Product
• Internal and external documentation is clear, up-to-date, and contributes to self-service success
• AI and automation are leveraged effectively, helping reduce manual load and improve resolution time

What you'll bring

• 2+ years in a Customer Support role, ideally SaaS/tech
• Able to manage a high volume of information and juggle multiple priorities at once
• Self-starter, comfortable working remotely and asynchronously
• Excellent written English
• Familiarity with Intercom, Slack, Notion, Google Workspace
• Strong judgment, empathetic and solutions-oriented
• Experience with third-party service providers