{"id":990710,"url":"https://alion.io/job/optimal-workshop-customer-support-specialist","title":"Customer Support Specialist","company":{"id":370,"name":"Optimal Workshop","domain":"optimalworkshop.com","url":"https://alion.io/company/optimal-workshop","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Google Workspace","optional":false},{"name":"Intercom","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-09-16T00:00:00Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-10-20T15:54:46Z","board_verified":true,"closed_at":null,"days_open":34,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":34},"description":"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.\nWhat you will do\nHandle inbound support inquiries via Intercom\nDrive our participant recruitment workflows; reviewing studies, monitoring progress and quality, and resolving recruitment issues\nTroubleshoot user issues and identify bugs or usability concerns\nCollaborate with Product and Success teams to improve the customer journey\nHelp maintain and evolve internal and external documentation\nSuggest and implement process improvements, including enhancements to our AI agent, to increase efficiency and improve the customer experience\nWhat success looks like:\nCustomers consistently receive fast, friendly, and accurate support, reflected in high customer satisfaction scores and positive feedback\nParticipant recruitment runs smoothly and efficiently, with studies filled on time and to quality expectations\nSupport issues are resolved quickly, with bugs or patterns escalated appropriately to Product\nInternal and external documentation is clear, up-to-date, and contributes to self-service success\nAI and automation are leveraged effectively, helping reduce manual load and improve resolution time\nWhat you'll bring\n2+ years in a Customer Support role, ideally SaaS/tech\nAble to manage a high volume of information and juggle multiple priorities at once\nSelf-starter, comfortable working remotely and asynchronously\nExcellent written English\nFamiliarity with Intercom, Slack, Notion, Google Workspace\nStrong judgment, empathetic and solutions-oriented\nExperience with third-party service providers","description_format":"text","description_chars":1818,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Design & Creative","Market Research","UI/UX Design"],"lifecycle":[{"event":"open","at":"2026-09-17T02:26:31Z"}],"visa":[],"liveness":{"score":71,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.788,"p_room":0.9,"age_days":34,"expected_fill_days":82,"reasons":["conf:2","win:mid"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/optimal-workshop-customer-support-specialist","json_url":"https://alion.io/job/optimal-workshop-customer-support-specialist.json","meta":{"generated_at":"2026-10-20T19:25:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22395,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":370},"rest":"https://alion.io/mcp/rest/get_company?id=370"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Foptimal-workshop-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Foptimal-workshop-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Foptimal-workshop-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/optimal-workshop-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Foptimal-workshop-customer-support-specialist"}]}