Participant Support Advisor, Prolific
High-quality human-powered data at scale
Posted today
High-quality human-powered data at scale
101-200 employees
Posted today
101-200 employees
Company mission
To accelerate human understanding.
Role
Who you are
- Experience providing user or technical support in a SaaS or tech company, handling high volumes of customer queries
- Excellent written communication skills, with the ability to explain complex issues clearly, accurately and empathetically
- Strong troubleshooting skills, skilled at investigating issues, escalating them to the right teams and communicating technical issues effectively
- Experience working on or supporting cross-functional projects or initiatives that improve user experience
- Ability to work and collaborate confidently and autonomously with cross-functional teams to advocate for participants and help drive improvements
- Resilience and adaptability, ability to manage shifting priorities, handling ambiguity and maintaining focus under pressure
- Comfortable working across multiple systems, such as CRMs, ticketing platforms (we use Intercom), and internal admin tools
What the job involves
- As our first US-based Senior Participant Support Advisor at Prolific, you’ll be the first point of contact for our participants, the individuals who power research on our platform
- You’ll join our small existing UK based team to deliver exceptional support, resolving queries quickly and effectively while ensuring participants have a seamless experience
- In this role, you’ll collaborate closely with the wider Support function, including the Academic and strategic support, as well as Legal, Human Data Operations and Product teams to enhance the participant experience and advocate for their needs
- Alongside daily support, you’ll contribute to projects that strengthen participant supply, quality, and trust, helping shape a smoother, more positive experience for all users on the Prolific platform
- Deliver outstanding support to Prolific’s participant community, resolving queries quickly, accurately, and with empathy
- Investigate and resolve account and payment-related issues, review account holds and escalate complex technical or systemic problems when needed
- Collaborate with Product, Human Data Ops and Legal to share insights, identify trends, and drive continuous improvement in our participant experience
- Contribute to projects and initiatives that strengthen the quality of our participant pool and improve the overall participant experience
- Maintain expertise across Prolific’s systems, policies, and features to provide up-to-date and accurate support
- Advocate for participants across the business by translating customer feedback into actionable recommendations
- Collaborate with the wider Support team to optimise internal processes, lead team discussions and champion change that makes support faster and smarter
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
$32.8m
Series A
Total funding: $32.8m
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
Vauxhall, 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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