Customer Support Specialist

  • Full Time
  • Anywhere
  • Posted 1 week ago

Location: Eastern Time Zone

Customer insights are critical to building successful products and services. However, finding and interviewing the right people to uncover those insights is a time-consuming, expensive process that often results in researcher frustration.

Respondent is building a new category marketplace that connects researchers with high-quality participants. By reducing research timelines from 4-6 weeks to days and shrinking costs by 90%+, we make business-changing insights available to researchers of all types — from in-house research teams at Airbnb and Microsoft to startup founders hunting for product-market fit.

About the Role:

If you are passionate about providing best-in-class support and collaborating with teams internally to drive the direction of our product, this is the role for you. You will have an opportunity to be the voice of the customer across the company, identify ways to improve the experience of our researchers and research participants, and work with your peers to build out the resources our customers need to be successful. We are looking for someone who will be a relentless advocate for Respondent’s community and thrives in a results-driven environment.

Areas you’ll work on:

  • Be the main point of contact, and increase engagement levels with Respondent’s marketplace
  • Offer responsive support to researchers & research participants
  • Offer proactive support by taking ownership of the researcher and participant knowledge base
  • Work with team members to enhance and evolve the customer experience
  • Advocate for researchers and research participants internally, using quantitative and qualitative data to support your position to influence the product roadmap
  • Support internal teams and partners by handling billing/payment inquiries
  • Identify areas for improvement within Customer Support processes and develop unique solutions

Who are you?

  • You have 3+ years of experience in a customer support role at an established customer-centric internet business
  • You have experience responding to customer support tickets/chats with a high volume
  • You have experience managing customer relationships with a focus on elevating the customer experience
  • You understand the value of KPIs, and are motivated by having your success measured by them
  • You work well with deadlines and understand that a prompt, thorough, and accurate response are contributing factors to an excellent experience
  • You speak and write clearly and prioritize effective communication
  • You are always researching better ways of doing things, implementing systems to ensure the outcomes of your tests are measurable, and working hard to improve in a continuous fashion

We are looking for someone who matches our level of joy for the work we do, brings something new to the team, and elevates our game.

Our values are: Always Researching, Ownership, Active Honesty, and Thriving Together. Read more about them here.

We encourage those who are underrepresented in technology companies to apply!


We believe people do their best work when they are healthy and happy.

  • Purpose: Be part of a team that is building a new category marketplace that will change how we conduct research forever
  • Work anywhere, live your life: Join us anywhere in the world as part of a fully distributed team. No commuting! We give you the freedom and flexibility to work when you want, and where you want!
  • Transparent and inclusive: Work in an environment with high trust, transparency, and autonomy
  • Growth opportunities: You’re joining at a great time and if you can keep up, you will have the opportunity to grow at the same rate as the company. We will do everything humanly in supporting you to get there.
  • ‍High-quality medical care
  • Competitive salary & Stock options
  • A structured remote onboarding process and continuous training with a supportive team
  • Monthly Stipends for Learning & Development, Health & Wellness, and Family/Kids/Pets
  • Four weeks of flexible paid vacation per year (need a bit more for religious or country holidays–no problem!)
  • 12 paid holidays per year
  • Parental leave – 12 weeks fully paid with an additional optional 4 weeks unpaid
  • Company retreats for teammates to get to know one another in person (recent locations pre-Covid include New Orleans, San Antonio, and Wickenburg)!


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