[Hiring] Support & Success Specialist @Pulse Labs AI, Inc.

Role Description

This is a 100% remote role contract role. We are seeking detail-oriented, customer-focused professionals who excel in problem-solving and thrive in a fast-paced environment. If you are passionate about exceptional service, video quality assurance, and collaborative teamwork, this role is for you.

Key Responsibilities:

• Panelist Support & Ticket Management
  • Monitor and manage incoming support tickets via HubSpot.
  • Serve 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 improve 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/video.
  • Ensure submissions meet accessibility and research standards before approval.
  • Log issues in JIRA/Trello and collaborate with UX Operations on resolutions.
• Process Improvement & Collaboration
  • Refine video quality standards and support processes.
  • Partner with UX researchers and TechOps for seamless operations.
  • Suggest automation and self-service improvements.

Qualifications

• Experience providing end-user technical support is required.
• 2+ years experience in customer or panelist support, video QA, or related roles.
• Familiarity with CRM/ticketing systems (HubSpot preferred).
• Strong attention to detail for audio/video review.
• Excellent written and spoken English.
• Ability to manage multiple priorities and deadlines.