Support & Success Specialist - Contract

About Pulse Labs

Pulse Labs, backed by Google and Amazon, is a leading UX research firm at the forefront of product development. Our mission is to deliver insightful, actionable feedback across every stage of the product lifecycle — from conception through launch and beyond — empowering top tech companies to build groundbreaking products across mobile, smart home, wearables, and automotive.

The Role

We are seeking a detail-oriented, customer-focused professional who excels at problem-solving and thrives in a fast-paced environment. If you are passionate about delivering exceptional support, maintaining high video quality standards, and contributing to a collaborative team, this role is for you.

Responsibilities

• Panelist Support & Ticket Management
  • Monitor and manage incoming support tickets via HubSpot, serving as the primary point of contact for panelists with prompt, professional communication.
  • Troubleshoot issues, escalate complex cases, and ensure timely resolution.
  • Document all interactions in HubSpot and identify trends to inform improvements to the panelist experience.
• Video Quality Review & Validation
  • Review user-submitted video content for clarity, accuracy, and adherence to guidelines.
  • Flag issues such as poor resolution, incomplete recordings, or misaligned audio and video.
  • Ensure submissions meet accessibility and research standards prior to approval.
  • Log issues in JIRA or Trello and collaborate with UX Operations on resolutions.
• Process Improvement & Collaboration
  • Contribute to refining video quality standards and support processes.
  • Partner with UX Researchers and TechOps to ensure seamless day-to-day operations.
  • Identify and recommend opportunities for automation and self-service improvements.