[Hiring] User Researcher @Bask Health

Role Description

We're looking for a User Researcher, Merchant Operations to help Bask Health better understand how merchants manage their day-to-day business operations through our software platform.

Bask Health enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses. Our platform brings together merchant tools, patient experiences, clinical workflows, pharmacy operations, and commerce capabilities.

As a User Researcher, Merchant Operations, you'll:

• Investigate how business owners and operational teams use Bask Health to complete administrative tasks, manage workflows, resolve issues, and keep their businesses running efficiently.
• Study how merchants organize their work, move between different areas of the platform, interpret operational information, and coordinate tasks involving multiple systems or stakeholders.
• Research merchant dashboards, order-related workflows, subscription management, product configuration, account administration, reporting, and other operational tools.
• Investigate where merchants encounter unnecessary steps, repetitive work, confusing processes, or limitations that make routine tasks more difficult.
• Conduct interviews, observe workflows, and evaluate how users interact with the platform during everyday business activities.
• Study differences between merchant segments, such as small business owners versus established organizations.
• Work closely with product managers to define research priorities and identify operational problems worth investigating.
• Collaborate with product designers to evaluate workflows, improve task organization, and simplify administrative experiences.
• Partner with engineers to understand technical constraints, system behavior, and opportunities to reduce unnecessary manual work.
• Collaborate with Customer Success and support teams to understand recurring merchant issues and areas where merchants require additional assistance.
• Research interactions between merchant activities, patient experiences, and authorized clinical or pharmacy processes while respecting user permissions and privacy requirements.
• Use qualitative research, usability testing, available behavioral data, and operational feedback to develop a detailed understanding of how merchants work.
• Translate findings into actionable recommendations that help product teams improve workflow efficiency, reduce friction, and support merchants as their businesses grow.

Qualifications

• 3+ years of professional experience in user research, UX research, product research, or a closely related field.
• Portfolio or case studies demonstrating research for digital products.
• Experience conducting research involving business software or complex operational workflows.
• Strong understanding of qualitative research methods.
• Experience conducting user interviews and usability studies.
• Ability to observe and analyze how users complete real-world tasks.
• Experience developing research plans and study objectives.
• Familiarity with workflow mapping and task analysis.
• Ability to identify operational friction and process inefficiencies.
• Experience evaluating administrative interfaces or complex web applications.
• Strong analytical and qualitative synthesis skills.
• Ability to translate research findings into actionable product recommendations.
• Experience collaborating with product managers and product designers.
• Ability to communicate findings to technical and nontechnical stakeholders.
• Familiarity with product discovery and iterative development processes.
• Understanding of information architecture and interaction design principles.
• Experience researching workflows involving multiple steps or user roles.
• Familiarity with participant recruitment and screening.
• Understanding of research ethics and informed consent.
• Experience incorporating customer feedback into research activities.
• Familiarity with quantitative data and product analytics.
• Strong written and verbal communication skills.
• Excellent attention to detail and research quality.
• Ability to manage multiple research priorities.
• Ability to independently deliver research projects in a cross-functional environment.

Nice to Have

• Experience researching B2B SaaS platforms.
• Familiarity with merchant operations and business management software.
• Experience conducting research for e-commerce platforms.
• Understanding of Shopify or comparable commerce ecosystems.
• Experience researching order management and fulfillment-related workflows.
• Familiarity with subscription management and recurring billing processes.
• Understanding of merchant reporting and operational dashboards.
• Experience researching administrative workflows involving multiple user roles.
• Familiarity with account permissions and team management interfaces.
• Experience studying operational handoffs between different teams or systems.
• Understanding of white-label or multi-tenant SaaS platforms.
• Background in healthcare technology or telehealth platforms.
• Familiarity with healthcare-related operational processes.
• Experience collaborating with Customer Success or implementation teams.
• Familiarity with tools such as UserTesting, Maze, Dovetail, or comparable research platforms.
• Experience evaluating Figma prototypes.
• Understanding of mixed-methods research approaches.
• Experience combining qualitative research with product analytics.
• Familiarity with service blueprinting and operational journey mapping.
• Experience working in fast-moving, cross-functional product teams.