Strategic & B2B Support Specialist, Prolific
High-quality human-powered data at scale
Job no longer available
High-quality human-powered data at scale
101-200 employees
Job no longer available
101-200 employees
Company mission
To accelerate human understanding.
Role
Who you are
- Demonstrated experience in providing exceptional technical support to SaaS and B2B customers, understanding their unique needs and providing tailored support solutions
- Technical acumen, including familiarity with APIs and technical troubleshooting skills
- Ability to build and maintain strong relationships with internal and external stakeholders
- Comfort with context-switching, managing multiple communication channels, and quickly learning new technologies
- Strong analytical skills and proactive initiative to anticipate customer needs, addressing potential issues before they arise
- Dedicated to consistently surpassing customer expectations while ensuring effective collaboration with internal teams
- Demonstrated ability to act with urgency, adhere to SLAs, and proactively raise issues to ensure timely and effective resolution
What the job involves
- As a Strategic & B2B Support Consultant at Prolific, you'll serve as the dedicated support for our Strategic accounts, B2B data collectors and researchers, and expert participant groups such as AI Taskers and Domain Experts
- You’ll be joining our small, but growing, US based Support Team and will support all aspects of the customer experience, advising on complex study design and technical challenges and removing friction from the customer journey. You’ll work closely with Customer Success, Product, Engineering and other stakeholder teams to ensure customers receive seamless, high-impact, exceptional support
- You’ll investigate and resolve participant queries relating to Strategic accounts and their studies and take initiative in sharing structured, actionable feedback with those customers, as well as internal stakeholder teams, creating a seamless feedback loop that informs product discovery and improvements
- Deliver exceptional support to Prolific’s Strategic and B2B/AI customers, addressing their unique needs and complex queries, operating with a sense of urgency to ensure the timely resolution of customer issues
- Manage multi-channel query resolution via the internal helpdesk and Slack, and be ready to engage through video chat and any other communication platforms at short notice, when needed
- Serve as an escalation contact for Customer Success and Sales, offering guidance and advice on complex customer issues and attending customer calls when required
- Support specialist participants (AI Taskers, Domain Experts) involved in Strategic customer projects, ensuring timely resolution of queries and adherence to Service Level Agreements
- Maintain up-to-date expertise across Prolific’s product and new feature releases to serve as a trusted consultant for Strategic and B2B/AI customers, specialist participants, and internal teams
- Maintain clear, regular communication with Strategic customers when incidents or issues are raised, offering updates on issue status and ensuring compliance with Service Level Agreements (SLAs)
- Proactively collect and escalate feedback from customers, collaborating with Product, Tech, Human Data Operations, and other teams to identify issues, develop solutions, and support improvements
Salary benchmarks
Our take
Founded in 2014, Prolific is a marketplace and data analysis company that provides researchers with a network of test participants. From eye-tracking to human-facing AI applications, Prolific’s network acts as both a recruiter for test participants and as a marketplace for researchers scientists to hire said participants.
Founded in 2014, it’s already used by the likes of Google, Stanford, Oxford and Kings College London Universities to test new AI products, providing “stress tests” for its clients. Prolific’s user base now counts over 2000 potential test subjects, whilst researchers leverage its network to launch surveys, tests and evaluation tasks every 2 minutes.
An indicator of Prolific’s success is maintaining of profitability for years after its initial Y Combinator investment. In 2024, it raised $32 million in Series A to maintain its healthy position. This funding will allow it to expand its operations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Jul 2023
$33.4m
Series A
Total funding: $33.4m
Company benefits
- Bank holiday swaps
- Enhanced sick pay
- L&D budget – £1000 per year
- 25 days annual leave + bank holidays
Company values
- We win together
- We care deeply about our customers
- We make every minute count
- We're optimistic and find a way
- We embrace change
- We aim high
Company HQ
Kings Cross, London, UK
Leadership
Phelim Bradley
(Co-Founder & CEO)Currently also Venture Partner at Pioneer Fund. Previously Dphil at Wellcome Trust Centre for Human Genetics, Bioinformatics Intern at Illumina and MPhil of Computer Biology at University of Cambridge.
Diversity, Equity & Inclusion at Prolific
- At Prolific, we want all of our employees, researchers, and participants to be included and so we commit to having ongoing discussions about diversity and inclusion and regularly look at areas where we can improve. This policy aims to: - treat all our employees fairly and respectfully, regardless of their job status, location, or work hours ⏰ - avoid any illegal discrimination based on age, disability, gender, gender identity, marriage or civil partnership, pregnancy and maternity, race or ethnicity, religion or belief, sexual orientation, and traveler status. These are protected by the UK Equality Act (2010), Ireland Employment Equality Act (2004), Americans with Disabilities Act (ADA) at the federal level and the New York State Human Rights Law (NYSHRL) at the state level. ⚖️ - refuse to tolerate any kind of illegal discrimination 🙅🏻♀️. This includes pay and benefits, work conditions, grievance and discipline handling, termination, redundancy, parental leave, flexible working requests, employment selection, promotion, training, and other opportunities for development.
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