[Hiring] Sample Operations Associate @Zappi

Role Description

The Sample Operations Associate is an entry-level member of Zappi's Sample Operations team. Under guidance from more senior colleagues, you will be responsible for carrying out core audience, sample and fieldwork tasks so that research projects are delivered accurately and on time. It's a learning-focused role: You will build hands-on knowledge of Zappi's platform, sample offering and suppliers, with a clear path to Sample Operations Manager.

Key Responsibilities

• Run standard feasibility and incidence rate checks, audience builds and fieldwork set-up for assigned requests, following SOPs and SLAs.
• Track live projects in field (quotas, incidence, LOI, timings, supplier performance) and raise risks early.
• Handle routine requests through Salesforce / Service Cloud queues.
• Help manage translation queries and platform configuration tasks.
• Escalate non-standard or complex requests to team leads, with the context they need.
• Coordinate with sample suppliers on day-to-day tasks such as launches, top-ups, and pausing or closing projects.
• Where coordination doesn't resolve an issue (e.g. slow pacing, low incidence, or a supplier not delivering), escalate to team leads with clear context, keeping GTM teams and customers informed.
• Communicate directly with customers or GTM on project set-up, fieldwork progress and issues.
• Share operational feedback with the wider team.
• Keep handovers smooth across time zones with clear updates.
• Follow standard procedures consistently and maintain data integrity at every step.
• Spot recurring issues and suggest improvements to the team.
• Help keep workflow documentation, processes and best-practice guides up to date.
• Take part in training, team retrospectives and improvement initiatives.

Qualifications

• 0–2 years' experience in operations, project coordination, market research, sample or survey operations, sample supply, customer support or a related field. Graduates are welcome.
• Strong attention to detail and organisation.
• Confident, clear written and verbal communication with customers and internal teams.
• Comfortable with data and spreadsheets (Excel or Google Sheets).
• Eager to learn in a fast-paced environment where priorities and systems change (including urgent, short-turnaround requests).

Requirements

• Hands-on experience with survey platforms, survey design or managing sample suppliers (desirable).
• Familiarity with Salesforce or similar case-management tools (desirable).
• Interest in automation and process improvement (desirable).
• Experience in a customer-facing role (desirable).
• Curiosity for technology, marketing or consumer insights (desirable).

Benefits

• Unlimited vacation time – we want well rested and motivated teams so encourage people to take plenty of time off.
• One company-paid mental health day each quarter. These are pre-scheduled, so the entire company can take the same days off regularly to reset.
• Flexible working arrangements, including remote (unless otherwise specified).
• Thoughtfully designed offices to support both individual work and collaboration without interrupting others.
• Personal development budget – each year we allocate funds for our team members to further develop their skills that will benefit our business and customers.
• Budget to support setting up your home office, if appropriate (chair + desk, etc).
• Wellbeing benefits and access to trained therapists / counsellors.
• Company paid Life, AD&D, Short term & Long term disability.
• Immediate access to Zappi's Health, Dental and Vision Insurance Plan.
• Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%.
• Tailored personal development through coaching, mentorship and career frameworks.