Customer Success Representative

  • Full Time
  • UK
  • Salary: £28,000 - 35,000

Website Prolific

United Kingdom

In this role you will support and liaise with customers of Prolific, with a focus on both the researcher and participant side of the platform.

Together with our Support Team you will work towards these key goals:

  • Make sure everything runs smoothly for customers, all necessary admin is taken care of, and if issues occur, you’ll help resolve them
  • Help researchers plan and set up their studies (for example, surveys, experiments) on Prolific’s platform
  • Promote the platform to potential users, and reflect the concerns of customers in how we best improve the product

This will likely involve some or all of the following:

  • Manage day-to-day support of researcher and participant customers via our online tools (with a focus on written communication).
  • Acquire an understanding of the academic research space and what’s important to researchers in running online studies.
  • Provide advice on best approaches to designing and running research studies on Prolific.
  • Occasionally manage participant support and mediate in issues between participants and researchers.
  • Pro-actively make improvements to processes and resources for supporting researchers.
  • Draft written specifications of improvements to features or policies for the platform.
  • Be mindful of the company’s targets and goals.

You will have an opportunity to learn about the startup ecosystem, about the lean startup approach, and about user acquisition techniques and growth strategies. More broadly, you will get the chance to learn about business and product development, data science, and diverse research areas in the social and natural sciences.

This is your chance to get involved in a fast-moving startup where you’ll have huge influence over the trajectory of the product. Since it’s a startup, you’ll have the opportunity to suggest how you can best add value, and make any recommendations about improving the processes and product. We’re a fast-growing company and we want to help you grow with us.

What we offer:

  • Salary: £28,000 – 35,000 (p.a.)
  • Employee stock options scheme.
  • Pension (employer contribution 3% of base salary).
  • Flexible working: Work equipment of your choice (paid for by us), and you can work flexibly from home or from our coworking space (also paid for by us).
  • Flexible hours: We have core hours of 10am – 3pm (with an hour for lunch), but the rest is up to you.
  • Childcare flexibility: Need to pick your child up from school? No problem.
  • 25 days holiday per year plus bank holidays (which you can switch with your religious holiday).
  • Budget for education, growth, and training.
  • Personal growth opportunities and career progression (e.g., learn about the startup ecosystem, mentoring from executive team, learn about psychological science and research methods).
  • Open, transparent, and inclusive culture.
  • A company committed to carbon offsetting: we donate money in your name each month to plant trees and we offset travel as an organization each year.
  • Generous maternity, paternity, and shared parental leave.

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