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 Originally posted on Himalayas