Provide first-line customer support through Intercom, resolve user issues, monitor participant recruitment workflows, troubleshoot bugs, and coordinate with customers and third-party providers. Maintain documentation, escalate product concerns, and improve support processes using AI and automation. Success involves fast, accurate resolutions, strong customer satisfaction, reliable study recruitment, clear self-service content, and reduced manual workload.
UK or EMEA | Fully remote 🌍
About Optimal
At Optimal, we build powerful research tools that help teams make data-driven decisions. We're looking for a Customer Support Specialist to be the first line of support for our customers; resolving issues, guiding users, and coordinating our participant recruitment service with customers and third-party providers.
What you will do:
- Handle inbound support inquiries via Intercom
- Drive our participant recruitment workflows; reviewing studies, monitoring progress and quality, and resolving recruitment issues
- Troubleshoot user issues and identify bugs or usability concerns
- Collaborate with Product and Success teams to improve the customer journey
- Help maintain and evolve internal and external documentation
- Suggest and implement process improvements, including enhancements to our AI agent, to increase efficiency and improve the customer experience
What success looks like:
- Customers consistently receive fast, friendly, and accurate support, reflected in high customer satisfaction scores and positive feedback
- Participant recruitment runs smoothly and efficiently, with studies filled on time and to quality expectations
- Support issues are resolved quickly, with bugs or patterns escalated appropriately to Product
- Internal and external documentation is clear, up-to-date, and contributes to self-service success
- AI and automation are leveraged effectively, helping reduce manual load and improve resolution time
What you'll bring:
- 2+ years in a Customer Support role, ideally SaaS/tech
- Able to manage a high volume of information and juggle multiple priorities at once
- Self-starter, comfortable working remotely and asynchronously
- Excellent written English
- Familiarity with Intercom, Slack, Notion, Google Workspace
- Strong judgment, empathetic and solutions-oriented
- Experience with third-party service providers
What's in it for you:
- Competitive salary that reflects your skills and experience, plus an opportunity to join our Employee Share Option Plan (ESOP) to help you benefit from the long-term success of the company
- Annual wellbeing allowance and support
- Generous annual learning and development support
- Home office set-up support
- 4 weeks annual leave plus an additional day off on your birthday
- Opportunities for professional growth and development
- Flexible, remote working (this role can be based in the UK or EMEA)
If this sounds like a role that excites you, apply today. We'll be interviewing as applications come in.
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